What are the responsibilities and job description for the Operations Support Lead position at United Uptime Services?
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The Operations Support Lead has full accountability for the intake, processing, scheduling, routing, and completion of work orders for installation, repair, and service. He/She is responsible for effective dispatching of service professionals to customer sites to maintain equipment and service customer needs as well as the interaction between the company and the customer, responding to customer inquiries, requests, and concerns as needed. This position requires excellent organizational skills, strong communication skills, and the ability to work effectively under pressure.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Basic Knowledge & Competencies:
The Operations Support Lead has full accountability for the intake, processing, scheduling, routing, and completion of work orders for installation, repair, and service. He/She is responsible for effective dispatching of service professionals to customer sites to maintain equipment and service customer needs as well as the interaction between the company and the customer, responding to customer inquiries, requests, and concerns as needed. This position requires excellent organizational skills, strong communication skills, and the ability to work effectively under pressure.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- Supervises and manages key responsibilities of the operations support team
- Operates as the subject matter expert (SME) for all concerns related to operations support
- Delegates tasks and maintains oversight of daily support functions that impact order entry, invoicing, billing, etc.
- Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Contacts customers to respond to inquiries or to notify them of changes to all work orders
- Addresses escalated customer concerns and provides solutions as needed
- Provides appropriate reporting to management as requested
- Collaborates with other D&H departments to ensure timely completion of work orders
- Ensures compliance with all DOT and FMCSA regulations as it relates to CDL holders
- Records and maintains files or records of customer requests, work or services performed, charges, expenses, inventory, or other dispatch information
- Ensures timely intake of customer service requests via phone, email, portals, etc
- Processes work orders in dedicated ERP system and prepares daily dispatch schedules
- Confirms customer setup in ERP and verifies terms of contract, service level agreements, etc.
- Manages the flow of work orders between various queues
- Monitors and tracks service professional efficiency to ensure timely completion of work orders
- Collects deposits or payments as required
- Monitors portals, updates emails, and collaborates with other departments to ensure timely completion of service work orders
- Ensures the appropriate service professional is assigned based on customer needs and available resources
- Communicates effectively with service professionals regarding directions, traffic, and customer-specific questions, etc.
- Addresses transportation issues such as delays, weather, construction areas, accidents, and malfunctions
- Arranges for necessary return assignments for suspended calls as needed
- Support job setup, job cost tracking, and technician assignment for construction projects.
- Coordinate with construction supervisors to maintain project timelines and material readiness.
- Maintain accurate job site documentation including permits, inspection results, and contractor notes
- Track labor and materials used per job phase and ensure system records reflect actual field activity.
- Performs all other duties as assigned
Basic Knowledge & Competencies:
- Ability to influence in both formal and informal settings via collaboration and use of facts / data
- Excellent Customer Service and multi-tasking skills
- Capability to work well under pressure
- Outstanding communication skills in both verbal and written formats
- Capacity to remain calm and effectively deal with high-stress situations.
- Ability to work through projects and drive out efficiencies
- Willingness to work with multiple users at all levels of the organization without sacrificing quality
- Strong attention to details and high level of accuracy while maintaining short deadlines with data
- Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Experience with Microsoft Outlook, PowerPoint, Excel, Word
- High School diploma or equivalent
- 1-3 years of dispatching, customer service, or related experience
- Frequent use of hands to manipulate the keyboard, telephone, files and other equipment
- Ability to lift up to 15 pounds occasionally