Customer Assist Lead

Ferrovial•Dallas, TX

About The Position

The purpose of Lead Customer Assistance Technician is to assist in the rapid removal of debris, disabled vehicles and those involved in accidents from the freeway. Technicians assist disabled motorists by providing gas or water, changing tires, and recoveries, or pushing vehicles off the roadway (relocation). Technicians assist at accident scenes by providing traffic control, assist with removing damaged vehicles, and/ or removing accident-related debris from the roadway. Specialists also assist in setting up, maintaining, and removing emergency detour routes required because of an incident; and report on property damage to the system. Technicians locate and report abandoned vehicles as well as remove debris from the roadway. Specialists accomplish these tasks by patrolling the TEXPRESS roadways, responding to calls from the Traffic Management Center, monitoring equipment, maintaining records, and completing related tasks. Other duties include responding to weather-related emergencies, completing special projects as assigned, reporting equipment malfunctions, and assisting other employees. This is a designated Essential Employee position, whose attendance is required to maintain agency operations during an emergency or inclement weather situation. The Lead Customer Assist Technician will also be responsible for coordinating the other customer assist techs that are on duty at the time. They will also be responsible for helping and completing any work orders that are generated in Salesforce.

Requirements

High school diploma or equivalent.
3-5 years’ experience in Roadway Maintenance
Valid Texas Class “C” driver’s license.
Ability to work shifts which may include nights, weekends, holidays, inclement weather and/or emergencies.
Ability to communicate clearly with co-workers and customers in emergency and non-emergency situations.
Ability to navigate Microsoft Office
Ability to lift up to 100 pounds assisted or unassisted.
Ability to work for prolonged periods in a variety of environmental conditions such as extreme heat/cold, precipitation, dust, smoke, noise, unpleasant odors, chemical and physical hazards including exposure to moving traffic.
Ability to perform duties which require long periods of sitting, standing, walking, crawling, crouching, bending, kneeling, twisting, climbing, balancing, pushing, pulling, lifting heavy objects and the repetitive use of equipment and tools.
Exposure to roadway disasters, fatal accidents, distraught accident victims, hazardous material spills, vehicle fires, electrical hazards and highspeed traffic.
Vision and hearing, corrected or uncorrected, are essential for safe and efficient performance of duties, including, but not limited to, driving, assessing incidents and the use of electronic devices.

Responsibilities

Removes disabled vehicles and those involved in accidents from the corridor.
Assist stranded motorists by providing gas or water, changing tires, and recoveries, or pushing vehicles off the roadway (relocation); assist at accident scenes by providing emergency first aid, providing traffic control, assist with removing damaged vehicles, and/ or removing accident related debris from the roadway; assist in setting up, maintaining and removing emergency detour routes required because of an incident; and, report on property damage to and around the corridor.
Report and affix removal stickers to abandoned vehicles; remove debris from the roadway.
Able to work with major accident victims and scenes, fatal accidents, and high-speed traffic.
Provides exceptional positive customer service.
Maintains records by entering information into databases, submitting reports as required, and recording and filing documents.
Completes routine general office duties by maintaining a variety of official logs; contacting other departments to obtain or provide pertinent information, typing, filing, and answering general inquiries.
Ensures vehicles are operational before and during shift.
Maintains assigned equipment and supplies.
Properly operates heavy duty trucks and safety equipment; properly wears and maintains serviceable issued uniforms and personal safety gear; strictly follows established practices and procedures.
Ability to cope with job related stress including but not limited to deadlines, customers, supervisory and staff interactions, multi-tasking and high work volumes is required.
This role will include helping with any Snow and Ice Events