Operations Controller
Confidential
ABOUT THE ROLE
Operations Controller, 24/7 Operations Center. A large auto manufacturer is hiring Operations Controllers for its 24/7 operations center. You help drivers and passengers when their vehicle is stuck or disabled, using live vehicle data, remote diagnostics and remote commands. You
speak with occupants in real time during stressful moments, including collisions, and work closely with the emergency response and customer support teams.
WHAT YOU WILL DO
- Take escalated breakdown and incident cases and use remote diagnostics to resolve them
- Speak with drivers and passengers live during breakdowns or collisions, giving clear instructions and reassurance
- Triage incidents and vehicle emergencies, assess urgency and log incidents
- Escalate collisions and safety events to the emergency response team and coordinate with customer support
- Keep case records accurate and complete for every interaction
WHAT YOU BRING
- Technical aptitude, attention to detail and decisiveness when information is incomplete
- Composure during emotionally charged incidents, including collisions
- Empathy and de-escalation with panicked or frustrated callers
- Rapid interpretation of several information sources and immediate safety judgment
- Clear communication with other operational teams
MINIMUM REQUIREMENTS
- Live in commuting distance to our North Lauderdale, FL office.
- 1+ year in a live, high-pressure role combining technology and customer contact
- Strong spoken communication and de-escalation skills
- Fluent English
- Comfortable with multi-screen tools and fast decisions on incomplete information
- Able to work rotating 24/7 shifts and pass a background check
We are an equal opportunity employer.
Vacancy posted 5 days ago
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