Lead Ops Coordinator

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition.

About the role

The Lead Ops Coordinator is responsible for direct supervision of Operations Coordinators and the daily coordination of quality services, deliveries/pick-ups, and additional services for your assigned branch/branches. This position is also responsible for providing an exceptional customer experience for both our external and internal customers.

Responsibilities

• Oversee and supervise branch Operations Coordinators’ daily job duties and functions
• Assist in the selection and training of new Operations Coordinators
• Coach Operations Coordinators on job performance
• Work with Operations Manager on Operations Coordinator annual reviews and evaluations
• Investigate complaints and provide information to internal and external customers
• Coordinate with Legal and Human Resource staff, other managers, and supervisors regarding incidents, accidents, policies, and procedures
• Assist with communicating information and instructions to technicians (schedules, route changes, road conditions, accidents, emergencies, etc.) informing them of situations that may impact their scheduled services or deliveries
• Assist in handling all customer call-ins and update customers on expected delivery/service times; make outgoing calls to customers regarding locked gates, missed services, and resolution of site issues
• Keep Operations Manager updated on issues and resolution of issues
• Support technicians telephonically/radio during reported emergencies and provide appropriate resources to assist with issues
• Work with the customer service department and account managers on scheduling deliveries or services
• Assist in reviewing technicians’ manifests at end of the day to ensure pencil notes are documented, policies are complied with, and delivery/service information is captured
• Routinely conduct route check-in audits to ensure manifest accuracy and completeness for proper posting; conduct research to resolve account discrepancies and document findings
• Submit completed and reviewed route sheets to FOS for posting
• Assist with sequencing routes and pick-up/deliveries daily
• Ensure the highest level of customer service for both internal and external customers
• Perform other duties as assigned

Requirements

• Computer knowledge (Microsoft Office)
• Well-developed clerical and administrative skills
• Well organized with ability to work under timelines and constraints
• Strong written and verbal communication skills
• Analytical, process-oriented, and ability to focus on details for long periods
• Resourceful and professional demeanor

Skills

• Customer Service
• Teamwork
• Organization
• Communications
• Decision Making and Problem Solving

Physical Requirements

• Sit while answering phones or replying to emails
• Use hands and fingers to handle, control, or feel objects, tools, or controls
• Repeat the same movements when entering data
• See details of objects that are less than a few feet away
• Speak clearly so listeners can understand
• Understand the speech of another person
• Focus on one source of sound and ignore others
• Hear sounds and recognize the difference between them
• See differences between colors, shades, and brightness

Benefits

All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:

• Holiday & Paid Time Off (pro-rated for Part-Time employees)
• Medical/Pharmacy
• Dental
• Vision
• Employer-Paid Short-Term Disability
• Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
• Voluntary Employee Life & Accidental Death and Dismemberment
• Voluntary Spousal Life
• Voluntary Dependent Life
• Hospital Indemnity, Accident and Critical Illness
• Commuter/Transit Account
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Health Savings Account
• 401(k) with employer match
• Employer-Paid Employee Assistance Program (EAP)
• Employee Discounts

Pay

Salary Range: $23.94 – $33.52 per hour. Individual pay is determined by geographic location, job-related skills, experience, education, and certifications. Total compensation includes base pay plus a comprehensive benefits program.