Crisis Operations Specialist -emergency Hotline

Seeking a Crisis Operations specialist to handle emergency hotline  for our direct client contract opportunity in Richfield MN.

If interested and available for onsite work in the desired timeslots share your word document resume, expected hourly pay rate, LinkedIn, work authorization and current location.

Location: Richfield MN -onsite work

Crisis Operations- Emergency Hotline 

consultants must be local and willing to work on a hybrid schedule. They will need to be on campus 3 of 5 days of scheduled shift. We are flexible to which three days to start, but once set, they will be the same each week. Over night position 11p-7:30a. One weekend overnight required.

Tell us about your department:

Crisis Operations- Emergency Hotline

Position Summary/Job Description:

As a Crisis Operations Specialist you will directly and indirectly provide monitoring and support for crisis that affects the  Enterprise.  Primary responsibility is for answering, triaging, and providing initial response to Emergency Hotline – Crisis Management calls and ensuring reporting tools are utilized to document and notify individuals and teams that may need to provide additional support to the reporters. Specialists are also responsible for specialized response to Energy Management situations submitted by store leadership through facilities tickets.

As a Crisis Operations Specialist, you will provide a support role to corporate teams and field locations before, during, and after an emergency incident. This position provides monitoring and notification of situations that either are, or could, cause a crisis for client  and may serve as initial bridge between field locations and Crisis Operation Seniors and leadership when an incident occurs.

Responsible for Emergency Hotline- Crisis Operations call triage to ensure that all crisis response, wherever and whenever a crisis happens, is efficient and effective.  Monitors CrisisOps mailbox for web-based Emergency Hotline reports to validate accuracy and determine next steps as appropriate. Per SOP, ensure initial response activities are completed per SOP, notifications and escalations take place, and reporting in appropriate tools is complete. Resolve issues or escalate to appropriate support personnel

Seeks out and provides insight on potential crisis, upon request or by using monitoring tools such as Social Media, news reports and partner communications. Executes on the delivery of pre-approved messages through existing communication channels and maintains distribution lists 

Skills Overview:

- 1 year of Customer Service Experience in Retail, Call Center, or similar industry

- Experience with Microsoft Office, Word, Access, Excel, SharePoint, and PowerPoint

-Ability to Multitask across multiple medias and prioritize responsibilities

-Communication and relationship building skills.

- CCTV Experience

- Intermediate Excel Skills

- Facilities/Properties/HVAC experience

- Fluency in Spanish or other language

- Call Center Experience

Interview Process Overview:

We will review candidates and then submit times for interviews. Interviews will be done remotely unless otherwise noted.

Interviews will be a panel interview with 2-3 individuals and will follow the following process.- 1 round

• Introductions
• Outline of position, hours, and expectations
• Interviewers will have a set of questions that will be asked of all candidates.
• Final thoughts and questions from candidates
• Timeline of process and when we expect to respond to candidates.
• Wrap-up and end interview