Operations Support Specialist (2nd Shift)

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

Responsibilities

Primary 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 emloyment
  
  

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