Work Order Resource Specialist

Job Description

Position: Work Order Resource SpecialistLocation: St. louis, MOJob Id: 456# of Openings: 1Position SummaryThe Work Order Resource Specialist plays a critical role in ensuring customer work orders are efficiently dispatched to field operations. This role is responsible for facilitating timely resolution of customer-reported issues by coordinating with field crews, monitoring progress, following up on updates, and maintaining proactive communication with customers throughout the work order lifecycle.Schedule: Shift work that will between 7am – 7pmMajor Job Duties and ResponsibilitiesReview customer work orders, validate information, and follow up with customers when clarification is neededCoordinate and schedule utility personnel to ensure that work assignments (e.g., maintenance, repairs, inspections) are carried out in a timely and efficient manner. Optimize crew deployment based on workload, skill requirements, and geographic considerationsAnalyze staffing requirements and allocate resources appropriately to meet operational demands. Ensure that all shifts are covered, balancing workload distribution to avoid overstaffing or understaffingServe as the primary point of contact for utility field personnel, dispatchers, and other internal departments (e.g., operations, communications, etc). Communicate any changes in work, task priorities, or emergenciesCreate and track back-office tasks in CIS and reporting tools related to back-office requestsAnalyze requests from customers, coordinate with other departments to manage and resolve issuesMonitor the status of open work orders, ensure timely updates are received from field staff, and elevate delays or lack of response as neededEnter workforce hours, labor costs, and productivity metrics. Review regular reports for management on workforce performance, scheduling efficiency, and project statusAddress any workforce-related issues that may arise, such as staffing shortages, equipment malfunctions, or scheduling conflicts. Work with management to find timely solutionsEnsure effective and timely communication on the resolution of all work directly to the impacted customerInvestigate unusual workorder trends or recurring customer complaints and coordinate with other departments to resolve underlying issuesCoordinate with internal leadership to track and manage workloads based on upcoming tasksAll other duties as assignedPersonal AttributesAccuracy – Ability to perform work accurately and thoroughlyAnalytical Skills – Ability to use thinking and reasoning to solve a problemAttention to Detail – Ability to pay attention to the minute details of a project or task from the beginning to the end of the project/taskCommunication, Oral & Written- Ability to communicate effectively with others using both the spoken/written wordDecision Making – Ability to make critical decisions while following company proceduresEthical – Ability to demonstrate conduct conforming to a set of values and accepted standardsJudgment -Ability to formulate a sound decision using the available informationOrganized – Possessing the trait of being organized or following a systematic method of performing a taskProblem Solving – Ability to find a solution for or to deal proactively with work- related problemsResponsible – Ability to be held accountable or answerable for one’s conduct.Teamwork- Ability to work as part of a teamWorking Under Pressure – Ability to complete assigned tasks in stressful situationsEducation/SkillsHigh school Diploma or equivalent. Bachelor’s degree is a plus2-3 years’ experience in workforce management, scheduling, or exposure to the utility industryFamiliarity with safety standards and regulatory compliance in the utility industryHighly proficient in MS Office Suite including Excel, Word, and Outlook#J-18808-Ljbffr