Job Description

*This is a remote position with a rotating schedule. Candidates will need to be available for these shifts. See below under qualifications. Our Company More than a utility company, Unitil provides energy for life. Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably. Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees. Take advantage of a comprehensive benefits package. Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a robust and highly competitive retirement plan and educational assistance. *Note: Benefit offerings may differ between union and non-union employee groups Position Purpose This position is responsible for the distribution of all gas and electric meter and service work orders to include daily work order assignments, credit, AMI, emergency response to gas leaks and dig safe in a timely and efficient manner. This will include the creating, prioritizing and assigning field service requests to ensure timely emergency response and exceptional customer service. The incumbent will efficiently respond to emergencies as described in company policies and procedures in order to meet state and federal requirements. Assist in the coordination of field and construction work force when emergency conditions arise. Principal Accountabilities Time % End Results 45% Compliance with company policies as they relate to emergency response. Effective communications with mobile workforce, customer call centers, operating centers and distribution construction services. Efficient distribution of workload to all service and meter employees to achieve goals and objectives. Manage workforce level to ensure timely completion of all daily assignments and exceptional customer service Exceptional response time to emergency calls. Achievement of Service Quality measures in each jurisdiction. Effective data-gathering, order distribution and communication during emergencies. Emphasis on meeting company goals as they pertain to state and federal requirements and performance based rate criteria. 35% Directs the activities of Service and Meter employees engaged in customer service field requests based upon workload and the availability of resources. Assists field and construction services leaders to coordinate appropriate company resources (employee and equipment) and ensures effective implementation and completion of plans for all service-related emergencies. Creates, prioritizes and assigns orders to ensure all customer-requested appointments are satisfied. Coordinate the distribution of service work to maximize operations effectiveness through development and design of routing and selection procedures. Ensure achievement of utilization targets for each operating center. Coordinates the use of all available resources and adheres to the overtime guidelines when distributing afterhours work. Acts as the communication conduit between the customer service center and construction services to ensure collaborative and effective teamwork. Distributes emergency work orders and Dig Safe tickets to ensure compliance is attained. 15% Responsible for administering the call-out overtime for the service and meter field workforce in all gas and electric operations centers. Ensure the field technician’s availability schedule is accurate. 5% Responsible for weekly and monthly Emergency Response to Odor Calls report creation and distribution. Additional duties as assigned. Availability to work overtime during emergencies or due to staffing shortages. Qualifications Associates degree or 1 year of experience in a dispatching position or 3 years experience in a gas and electric operations setting or experience in assessment and assignment of personnel. Requires strong analytical skills and attention to detail, working knowledge of personal computers and software including: MS Office products, spreadsheet, database and business applications. Requires excellent verbal and written communications skills. Working knowledge of Unitil’s tranmission and distribution systems as they pertain to the dispatching of gas and electric field personnel. Ability to analyze emergencies quickly and initiate correct response and/or corrective action. Thorough knowledge of State and Federal codes, as well as Unitil procedures applicable to system operation and field assignments. Must be able to perform their job under the pressure of emergency situations and time constraints. Inovative, Drive for results, Focus on the customer, Adaptability, Demonstrate and promote teamwork. Position requires the employee to work rotating shifts Sunday – Saturday, providing coverage for 5 am – 11 pm, 7 days a week - (5 am – 2 pm, 5 am – 3 pm, 6 am – 4 pm, 7 am – 3 pm, 7 am – 4 pm, 2 pm – 11 pm, 3 pm – 11 pm) This position is a covered classification under the D.O.T. anti-drug program regulations. Candidates are required to pass a drug test on entry and subsequent random drug testing. Candidates will be drug tested under the PHMSA and FMCSA drug pool Unitil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Last updated: 07/10/25 Unitil Service Corporation

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