Operations Support Specialist (Monday-Friday 12pm-9pm)

Flagger Force•Hummelstown, PA

4d•Onsite

About The Position

The Operation Support Specialist position is primarily responsible for meeting client demand through effective dispatch and job support while acting in accordance with company values, vision, and mission. This role involves understanding and applying Standard Operating Procedures (SOPs), building positive relationships with Field Leadership, capturing and recording incidents, and exhibiting excellent customer service skills. The specialist will also demonstrate the ability to work quickly and accurately during Storm Response, maintain knowledge of office and field policies, and utilize internal software and systems, including GPS tracking, to monitor field employees and equipment. Collaboration with colleagues is essential to ensure client needs are met in a timely and safe manner. The role requires understanding different workzones, necessary equipment and staffing, the Pre-Construction process, and safety considerations for all aspects of client orders. A thorough understanding of order dispatching, client impacts, and the ability to accurately relay information are crucial. The position also emphasizes honesty, integrity, respect, professionalism, a positive attitude, effective communication, accuracy, efficiency, attention to detail, good attendance, and initiative. Non-traditional shifts may require booking hotels, resetting passwords, and resolving simple IT issues.

Requirements

High School Diploma
One (1)+ year(s) experience with Microsoft Office products (Word, Excel, Teams, etc.)
Strong written and verbal communication skills
Prioritization
Problem Solving
Dispatching
Critical Thinking
Decision Making
Active Listening
Interpersonal Skills
Steel toed boots or the ability to obtain prior to employment.

Nice To Haves

Associate's degree
One (1)+ Year in a customer service or operations role

Responsibilities

Understand and apply all Standard Operating Procedures (SOPs) to daily tasks.
Build and maintain positive relationships with Field Leadership for the best possible client experience.
Capture and accurately record incidents reported by field personnel, and demonstrate ability to identify appropriate escalation paths as applicable.
Exhibit excellent customer service skills; including use of appropriate escalation and de-escalation tactics for reported internal and external customer issues.
Demonstrate ability to work quickly and accurately during times of Storm Response.
Maintain a working knowledge of both office and field policies and procedures to assist supporting internal and field staff.
Monitor, capture, and share information using internal software and systems.
Utilize GPS tracking software to monitor locations of field employees and equipment to ensure best route options when dispatching client orders.
Work cross functionally and collaboratively with colleagues to ensure client needs are met in a timely and safe manner, while working to minimize adverse impacts to client work.
Understand the basics of different workzones, including how to identify necessary equipment and staffing.
Understand Pre Construction process and demonstrate ability to relay imperative information to both field leadership and clients.
Keep safety at the forefront of all decision making regarding all aspects of client orders (field employee roles, client requests, road type, etc.).
Understand various aspects of order dispatch including but not limited to key dispatching times, job totals, criticality, prioritization and status.
Exhibit creative problem-solving tactics to find multiple viable solutions to issues and challenges.
Thorough understanding of client impacts including severity, client notifications, and documentation.
Accurately relay information to/from field employees, field leadership, clients, management, and safety personnel.
Knowledge of company footprint and core/noncore/mobilization areas.
Exercise honesty, integrity and respect with all clients and co-workers, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency and close attention to detail, maintain good attendance by working when and where directed, respect the work environment and keep it as neat and clean as possible, and exercise initiative to learn new skills and tasks.
Perform such other duties and functions as required.
Non-Traditional shifts may be responsible to book hotels for field employees traveling outside of their home location, reset field employee passwords, and resolve simple IT issues.