Operations Support Specialist (Sunday-Wednesday 5pm-4:30am)

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

Benefits offered by this job

Medical insurance

401k with company match

PTO

On-site fitness facility

Paid holidays

Health Savings Account

Company paid benefits

Employee assistance program

Tuition and education assistance

Volunteer time off

Professional development

Job summary

Flagger Force, LLC is seeking an Operation Support Specialist to meet client demand through effective dispatch and job support while upholding our values and mission.

You will work with field leadership, document incidents, optimize routes with GPS, and ensure timely, safe service across our eastern U.S. operations. If you thrive in a fast-paced environment and excel at communication and problem solving, this role is for you.

Qualifications

• High School Diploma required.
• MS Office proficiency (Word, Excel, Teams).
• Strong communication and interpersonal skills.
• Experience in dispatch or operations preferred.

Responsibilities

• Understand and apply all SOPs to daily tasks.
• Build relationships with Field Leadership for the best client experience.
• Capture and record incidents and escalate as needed.
• Provide excellent customer service with appropriate escalation/de-escalation.
• Monitor dispatch and use GPS to optimize routes.
• Communicate clearly with field staff, clients, and management.

Skills

Strong written and verbal comms

Prioritization

Problem Solving

Critical Thinking

Decision Making

Active Listening

Interpersonal Skills

Education

High School Diploma

Associate's degree

Tools

Microsoft Office (Word/Excel/Teams)

Job description

Overview

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