Operations Analyst - Pinnacle Group

Position: Customer Service/ Call Center with ( Dispatch skills)
Location: Richmond, VA 23294 
Duration: 12 Months Contract
Interview: In person

What schedule is the candidate required to work?
o Rotating Shift Work / 8 week schedule

At any time is overtime required or would you say it is just available as a function of the job?
o Overtime is required for this position. Weather situations dictate overtime as well as having to fill vacant shifts to ensure staffing levels are adequate.

Quick description of the role or project story (What this role will be doing):
o High Level Project Overview: monitor and dispatch outage trouble calls, analyze outage calls that come in to determine location of problem, prioritize all emergency work, outage and non-outage work for first responders, talk with customers to determine power issues they are having.

What are the top (at least 3 if possible) must have skill sets (technical/functional)
which are required?
1) multi-tasking (handling changing priorities constantly)
2) computer based skills (all Windows applications, typing, etc.)
3) good customer service skills (talking to customers)
4) data analysis (review multiple information sources to determine appropriate action)

What are the top nice to have skill sets?
o Dispatch skills (call centers, 911 operations centers, utilities, etc.)

What soft skill requirements do you have (team fit and personality requirements)?
o Looking for energetic and personable candidates who have a good customer service personality that can talk with customers and field workers all day with a good attitude even during stressful or busy times. Being coachable/trainable because there is so much to learn with this position.

What education and certifications/licensures are required?
o High School Graduate / GED

Are there any specific companies/industries or ideal background youd like to see in the candidates experience?
o Any 911 dispatch centers, Utility Dispatch, call center customer service.

Will the candidate be driving a vehicle on behalf of Dominion Energy or a Dominion Energy vehicle?
o No.

Will this candidate be dealing with Private Personal Information (PPI), Company Sensitive Information or Credit Sensitive Information?
o Yes, candidate will have access to customer information.

Pay Range: $20 - $23 Hourly

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.