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

About the role

The Operation Support Specialist 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 work zones, 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/non-core/mobilization areas.
• Exercise honesty, integrity, and respect with all clients and co-workers, maintain a professional appearance and demeanor, demonstrate a positive attitude, and communicate effectively.
• Maintain good attendance by working when and where directed, respect the work environment, and keep it as neat and clean as possible.
• Exercise initiative to learn new skills and tasks.
• Perform such other duties and functions as required.
• For non-traditional shifts: book hotels for field employees traveling outside of their home location, reset field employee passwords, and resolve simple IT issues.

Requirements

• 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, and interpersonal skills.
• Steel-toed boots or the ability to obtain prior to employment.

Preferred Qualifications

• Associate's degree.
• One (1)+ year in a customer service or operations role.

Benefits

• Medical, vision, and dental insurance.
• 401k with 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.
• Paid volunteer time off to give back to the communities served.
• Professional development opportunities.