Scheduling And Dispatch Representative

Who we are
We’re on a mission. We’re changing the way we engage and use power through our innovation, and our customers throughout New Zealand & Australia are seeing the benefits of Advanced Smart Metering Services (AMS), and how it's helping them to manage their gas and electricity.
Vector’s vision is to “Create a new energy future” and the rollout of smart meters and smart metering services is a key part of this. Smart meters underpin the new energy future, by providing granular and real-time information about customer behaviour and energy usage, empowering new and innovative retail products, and enabling consumer participation in energy markets.
AMS combines large-scale field deployment and operations, with a cutting-edge data business focused on ‘near real-time’ delivery of big data and analytics to support the efficient functioning of the overall electricity markets in New Zealand and Australia.

About the Role
Our Scheduling & Dispatch is newly created team to help our 4G deployment programme. As a part of this team and programme, our representatives will be the main contact point with our customer and Field Technicians, taking ownership of all work orders and queries. Other key areas of responsibilities include -
• Responding to general enquires received via phone or email promptly and efficiently with excellent customer service with a focus on first call resolution
• Managing service requests end to end
• Identify areas for continuous improvement
• Work within set standards and processes to ensure Vector meets its compliance requirements
• Liaise with the relevant parts of the business and service providers to investigate and resolve complaints promptly
Who are we looking for
We are looking for a great team player who thrives in a busy and collaborative environment. The hours of operation are Monday to Saturday 7am to 8pm. You will be flexible to support the workflow of your peers and be comfortable to participate in shift-rosters and on-call rosters as and when needed along with –
• Previous customer service or call centre experience and a strong commitment to a quality and courteous customer service
• Great communication skills and the ability to communicate effectively with both internal and external customers
• Computer literacy – MS Office Suite and in particular Excel to an advanced level
• Attention to detail and accuracy in processing documentation
• Customer issue management and resolution experience
• Personal resilience, positivity, and enthusiasm