Operations Support Specialist (Monday-Friday 5am-2pm)

Flagger Force; Hummelstown (Dauphin County); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Vision and dental insurance

401k with company match

Paid time off

On-site fitness facility

Paid holidays

Health savings account

Company paid benefits (disability and/

Life/AD&D

Employee assistance program

Tuition and education assistance

Employee appreciation events

Volunteer time off

Professional development opportunities

Job summary

Flagger Force is seeking an Operations Support Specialist to meet client demand through effective dispatch and strong field support. You will follow SOPs, build positive relationships with Field Leadership, and capture incidents while escalating where needed.

You will use internal systems and GPS tools to optimize routes, support storm response, and maintain safety and accuracy in every dispatch decision. A High School Diploma and MS Office experience are required, with Associate’s preferred.

Qualifications

• High School Diploma or equivalent required.
• 1+ year experience with Microsoft Office products (Word, Excel, Teams, etc.).
• Strong written and verbal communication skills.
• Prioritization and problem solving skills.
• Dispatching experience or training preferred.
• Critical thinking and decision-making abilities.
• Active listening and interpersonal skills.
• Ability to wear steel-toed boots or obtain boot safety footwear before employment.

Responsibilities

• Understand and apply SOPs to daily tasks.
• Build and maintain positive relationships with Field Leadership for best client experience.
• Capture and record incidents and escalating as applicable.
• Provide excellent customer service with appropriate escalation/de-escalation.
• Work quickly and accurately during Storm Response.
• Maintain knowledge of office and field policies to assist staff.
• Monitor and share information using internal software and systems.
• Use GPS tracking to monitor locations for dispatch decisions.
• Collaborate cross-functionally to meet client needs promptly and safely.
• Understand workzones, equipment needs, and staffing requirements.
• Relay essential Pre Construction information to field leadership and clients.
• Keep safety at the forefront of all client order decisions.
• Explain dispatch concepts like timing, totals, priorities, and status.
• Propose multiple solutions to issues; think creatively.
• Relay client impact details including severity and notifications.
• Communicate with field employees, leadership, clients, and safety staff.

Skills

Microsoft Office

Communication

Dispatching

Problem Solving

Critical Thinking

Decision Making

Active Listening

Interpersonal Skills

Prioritization

Education

High School Diploma

Associate's degree

Tools

GPS tracking software

Internal software & systems

Job description

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.

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.

What Flagger Force Offers

• Medical, vision and dental insurance
• 401k w-company match
• Generous paid time off
• On-site fitness facility
• Paid holidays
• Health savings account
• Company paid benefits (long term disability and basic life/AD&D)
• Employee assistance program
• Tuition and education assistance
• Employee appreciation events
• Giving back to the communities we serve through paid volunteer time off
• Professional development opportunities

Qualifications

• 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.

Preferred Education And Experience

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

Flagger Force is an industry leader in traffic control. Utilizing robust technology resources and expertise, we support the nation’s infrastructure, utilities, and other service industries throughout the eastern United States.

Flagger Force provides a supportive work environment centered on our organization's values, vision, and mission. The leadership team believes that our most important asset is our employees.

Flagger Force is an Equal Opportunity Employer. Flagger Force's policy is to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, military status, sexual orientation, genetic information, or any other protected status under applicable law

Education

High School Diploma