Operations Support Specialist (2nd Shift)

Flagger Force, LLC•Swatara Township, PA

1d•Onsite

About The Position

Flagger Force, an industry leader in traffic control, is currently hiring an Operations Support Specialist. This position will be based in our operations services center, part of our interactive corporate campus in Hummelstown, PA. The Operations Support Specialist is primarily responsible for client order processing while acting in accordance with company values, vision and mission. This role plays a critical role in maintaining a high degree of client satisfaction, as well as providing guidance and support to the 2,000 + Flagger Force employees who work side by side with our clients each and every day. Schedule: Monday - Friday 1:00pm - 10:00pm OR 2:00pm - 11:00pm

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 emloyment

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.
In addition to the functions listed above, the employee is expected to 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. The employee is also expected to 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.