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

Flagger Force•Hummelstown, PA

About The Position

The Operations Support Specialist meets client demand through effective dispatch and job support while acting in accordance with the company’s values, vision, and mission. The role works with field personnel, field leadership, clients, management, and safety personnel to support client orders safely and promptly. It monitors employee and equipment locations using GPS tracking software, shares information through internal systems, and helps determine dispatch priorities, staffing, and equipment needs. The position also supports incident reporting and escalation, storm response, pre-construction communication, and problem resolution. Non-traditional shifts may also involve booking hotels for traveling field employees, resetting employee passwords, and resolving simple IT issues. The employee is expected to act honestly, respectfully, and professionally; communicate effectively; maintain accuracy and attention to detail; attend work as directed; keep the work environment neat; and take initiative to learn new skills. Other duties may be assigned as required.

Requirements

High school diploma.
At least one year of experience with Microsoft Office products, including Word, Excel, and Teams.
Strong written and verbal communication skills.
Skills in prioritization, problem-solving, dispatching, critical thinking, decision-making, active listening, and interpersonal communication.
Steel-toed boots, or the ability to obtain them before employment.

Nice To Haves

Associate degree.
At least one year of experience in a customer service or operations role.

Responsibilities

Understand and apply standard operating procedures to daily tasks.
Build and maintain positive relationships with field leadership to support a strong client experience.
Capture and accurately record incidents reported by field personnel and identify appropriate escalation paths.
Provide excellent customer service, using appropriate escalation and de-escalation tactics for internal and external customer issues.
Work quickly and accurately during storm response.
Maintain working knowledge of office and field policies and procedures to support internal and field staff.
Monitor, capture, and share information using internal software and systems.
Use GPS tracking software to monitor field employee and equipment locations and identify suitable routes when dispatching client orders.
Collaborate across functions to meet client needs promptly and safely while minimizing adverse impacts to client work.
Understand work zones and identify necessary equipment and staffing.
Understand the pre-construction process and relay important information to field leadership and clients.
Prioritize safety in decisions concerning client orders, field employee roles, client requests, and road types.
Understand order dispatch, including dispatch timing, job totals, criticality, prioritization, and status.
Use creative problem-solving to identify viable solutions to issues and challenges.
Understand client impacts, including severity, notifications, and documentation.
Accurately relay information to and from field employees, field leadership, clients, management, and safety personnel.
Maintain knowledge of company footprint and core, noncore, and mobilization areas.
Maintain a professional appearance and demeanor, positive attitude, effective communication, accuracy, efficiency, attention to detail, good attendance, and a neat work environment; exercise initiative to learn new skills and perform other assigned duties.
On non-traditional shifts, book hotels for traveling field employees, reset employee passwords, and resolve simple IT issues.