Southern Company Dispatcher in Naperville, Illinois



Job Summary:

Provide effective and efficient scheduling / routing of the Contractor Services Network and NHS technicians. Dispatcher responsibilities include, but are not limited to managing day-to-day service providers and technician workloads. Identifying, prioritizing and dispatching emergency work in a timely and accurate manner. Review and verify next day routing, scheduling and preparation is set for next day workload. Create and maintain a positive customer service experience while pro-actively optimizing operation.

We have 2 positions available: 1 - 1st shift and 1 - 2nd shift

Job Responsibilities:

Functional Expertise:

  • Possess some HVAC or appliance knowledge with the ability to learn service territory.

  • Possesses sound decision making skills based on ethical judgments in alignment with company policies and procedures.

  • Ability to perform effectively as a self-starter in a high stress environment.

  • Strong decision making skills to effectively manage resources to meet company and customer requirements.

  • Ability to handle emergency calls due to weather conditions, medical issues, etc.

  • Use of Google maps to locate providers for non-serviced areas and route in house technicians efficiently.

Business Acumen:

  • Manage efficiently day-to-day technician workload having the ability to identify, prioritize and effectively dispatch emergency work in a timely and accurate manner, while providing best in class service to our customers.

  • Effectively manage daily workload by review and reallocation of work to ensure a timely response to all required work; normally responsible for approximately 50 calls/day.Interact with 3rd Party contractors in regards to updating their profile and pre-authorization of claims.

  • Assist service providers in regards to billing, coverage and invoice issues.

  • Liaison between call center agents and service providers.

  • Ability to comprehend and utilize new technologies and processes in a timely manner.

  • Process technician payments after business hours.

  • Process new enrollments that require immediate coverage.

  • Process paperwork distributing to all appropriate parties (i.e. lead requests, warranty contracts, packing slips, vacation requests, procurement, etc.….)

  • Send out NHS technician availability to call center and answering service agencies.

  • Create next day parts & restocking shop tickets for NHS technicians.

  • Manage mailbox for NHS and Service Delivery.


  • Demonstrates strong interpersonal skills through the ability to influence others.

  • Exhibits strong written and verbal communication skills.

  • Provide proactive communication to support areas related to resources and workload.

  • Ability to function as a supportive member of a team on a consistent basis with call center, service providers, field technicians and retail support operations.

  • Possesses a willingness/ability to learn from others as well as sharing their expertise with others.

  • Cultivates a collaborative and inclusive environment to reach shared goals.

Driving Results:

  • Effectively manage resources and prioritize workload to meet daily and future required objectives.

  • Proactively monitor and communicate critical workload and resources appropriately.

  • Ability to maintain strong working relationships with internal and external customers.

  • Results oriented – able to monitor and take appropriate action to complete assigned tasks.

  • Manage daily workload to ensure technicians are arriving within the customers promised timeframe.


Education, Certifications/Licenses:


  • High School diploma/GED


  • BA/BS degree

Related Work Experience:

  • Required: 1-2 years of dispatching experience or equivalent/related work experience

  • Preferred: 2-5 years in a dispatching role with HVAC knowledge

Specific Skills & Knowledge:


  • MS Office proficiency

  • Strong communication and organizational skills

  • Must be able to multi-task

  • Must demonstrate the ability to remain flexible at all times


  • Knowledge of Oracle Field service

  • HVAC knowledge

Working Conditions/Physical Requirements:

Ability to work extended hours, weekends and holidays

Must be able to sit for extended periods of time

Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

About Pivotal Homes Solutions

Pivotal Home Solutions is a subsidiary of AGL Resources (NYSE: GAS) formed in 1992 to provide a suite of home protection products and services that offer homeowners additional financial stability regarding their energy service delivery, systems and appliances. Pivotal Home Solutions offers a proprietary line of customizable home warranty and energy efficiency plans that can be co-branded with utility and energy companies. The company serves customers in 17 states and holds more than 1.2 million service contracts. For more information, visit .

Southern Company (NYSE: SO) is America's premier energy company, with 44,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million electric and gas utility customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a national recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at .

Job Type: Standard

Primary Location: Illinois-Metro Chicago-Naperville

Operating Company: Pivotal Home Solutions

Job Type: Standard

Travel (Up to...): No

Union Covered: No

Work Location(s):

EWCC - 1751 W Diehl Rd. Ste 200 (1751NapervilleCODE)

1751 W Diehl Rd. Ste 200

Naperville, 60536

Req ID: GAS2000228