Operations Controller

ABOUT THE ROLEOperations 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. Youspeak with occupants in real time during stressful moments, including collisions, and work closely with the emergency response and customer support teams.WHAT YOU WILL DOTake escalated breakdown and incident cases and use remote diagnostics to resolve themSpeak with drivers and passengers live during breakdowns or collisions, giving clear instructions and reassuranceTriage incidents and vehicle emergencies, assess urgency and log incidentsEscalate collisions and safety events to the emergency response team and coordinate with customer supportKeep case records accurate and complete for every interactionWHAT YOU BRINGTechnical aptitude, attention to detail and decisiveness when information is incompleteComposure during emotionally charged incidents, including collisionsEmpathy and de-escalation with panicked or frustrated callersRapid interpretation of several information sources and immediate safety judgmentClear communication with other operational teamsMINIMUM REQUIREMENTSLive in commuting distance to our North Lauderdale, FL office.1+ year in a live, high-pressure role combining technology and customer contactStrong spoken communication and de-escalation skillsFluent EnglishComfortable with multi-screen tools and fast decisions on incomplete informationAble to work rotating 24/7 shifts and pass a background checkWe are an equal opportunity employer.