Lead Ops Coordinator

Primary Purpose

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 to provide an exceptional customer experience for both our external and internal customers.

• Oversee and supervise branch Operations Coordinators’ daily job duties and functions
• Assist in the selection and training of new Operations Coordinators
• Coach Operations Coordinator 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 a variety 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 the resolution of site issues that impact our ability to perform quality services, etc.
• 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 to review technician’s manifest at end of the day to ensure, that pencil notes have been documented, all policies have been complied with, and work with technicians to capture delivery/service information
• Assist and routinely conduct route check-in audits to ensure that all information on the manifest is accurate and complete so that it can be posted properly without questions. Conduct necessary research to resolve account discrepancies and accurately document, communicate, and submit these findings to FOS for finalization. Submit completed and reviewed route sheets to FOS for posting
• Assist with sequencing routes & pick up and deliveries daily
• Ensure the highest level of customer service for both our internal and external customer
• Perform other duties as assigned

• Computer knowledge (Microsoft Office)
• Well-developed clerical and administrative skills
• Well organized and 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 of time
• Should be a resourceful person and perform in a professional manner.
• Customer Service
• Teamwork
• Organization
• Communications
• Decision Making and Problem Solving

• Sit while answering phones or reply 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

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

$25.08 – $35.11 / hour

At United Site Services, our salary ranges…