Dallas - Operations Support Center Specialist
Dallas, TX

Job Description

Operations Support Center Specialist

Summary The Operation Support Center Specialist is responsible for taking all collision and incident reports for GLI, GLC, GDM, VTC and BOLT as well as thermal reports for these companies and all other First Group companies. Supports drivers with cell phone and cell phone apps, using prescribed methods and track all support calls through ServiceNow system. Supports OSC Staff as needed. Key Responsibilities

* Taking collision/incident reports as they are called in. Escalate and notify proper company personnel as needed.
* Support drivers with cell phone and cell phone app issues. Make sure all issues are logged in the ServiceNow system properly and escalated as needed.
* Makes flight arrangements for drivers as needed.
* Helps drivers with corporate lodging.
* Booking flights/hotels at the most economical rate
* Determine if phone/app issues to Service Desk
* Escalation of collision/incidents to OSC Management

Requirements

* Must possess 1- 3 years of experience working in an operations center
* Knowledge of GLI Operations and DOT regulations preferred
* Customer Experience background
* Excellent customer interaction skills
* Communicate both verbally and in writing in a professional and effective way
* Exercise active listening skills
* Ability to exercise considerable diplomacy, judgment and discretion in establishing and maintaining good working relationships with internal and external customers and company departments
* Thorough knowledge of United States geography