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

Flagger Force; Hummelstown (Dauphin County); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401k with match

Paid time off

On-site fitness facility

Paid holidays

Health savings account

Long-term disability

Life/AD&D

Employee assistance program

Job summary

Flagger Force is seeking an Operation Support Specialist to meet client demand through effective dispatch and job support, aligned with company values. You will coordinate field activities, monitor incidents, and ensure accurate record-keeping while delivering a high level of service.

The role emphasizes SOP adherence, cross-functional collaboration, and safety-conscious decision making during storms and peak times.

Qualifications

• Apply Standard Operating Procedures (SOPs) to daily tasks.
• Build and maintain positive relationships with Field Leadership for best client experience.
• Exhibit excellent customer service skills with escalation/de-escalation as needed.

Responsibilities

• Understand and apply SOPs to daily tasks.
• Capture and record incidents reported by field personnel and identify escalation paths.
• Maintain knowledge of office/field policies to assist staff.
• Monitor, record, and share information using internal software and systems.
• Utilize GPS tracking to monitor locations for dispatching orders.
• Work cross-functionally to meet client needs in a timely and safe manner.

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