Operations Support Specialist (Monday- Friday 5am-2pm)

About the role

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