Role Overview

This is a unique customer service/safety-monitoring position supporting a 24/7 monitoring operation. Rather than handling traditional back-to-back customer service calls, you will review video data and monitor drivers for potential signs of fatigue or other safety concerns.

When a concern is identified, you will contact mine dispatch and clearly communicate the situation so they can take appropriate action.

Key Responsibilities

• Review video data and classify events based on established driver/safety criteria.
• Identify potential signs of driver fatigue.
• Contact mine dispatch to communicate safety concerns and request intervention when needed.
• Accurately document incidents, communications, and actions taken.
• Communicate clearly while simultaneously entering information into computer systems.
• Work closely with a team of approximately 8 advisors/customer support representatives.
• Use Microsoft Teams and other computer applications throughout the shift.

Key Skills

• Strong verbal communication
• Customer service experience
• Multitasking – ability to talk and type at the same time
• Attention to detail
• Basic computer/navigation skills
• Microsoft Office 365 and Microsoft Teams
• Team-oriented attitude
• Ability to remain attentive during a 12-hour overnight shift

Important Schedule Information

This is not a traditional Monday–Friday schedule.

The position follows a 17-week rotating schedule with 12-hour shifts. Depending on the week, you may work:

• 3 days / 36 hours
• 4 days / 48 hours
• Various combinations such as 4 days on/4 days off, 4 on/3 off, or 3 on/4 off

The schedule includes weekends and holidays when they fall on your scheduled workdays. Because this is a 24/7 operation, candidates must be fully comfortable with an overnight rotating schedule.

Please review the schedule carefully and confirm that you are comfortable working 7:00 PM–7:00 AM, including rotating weekends and holidays, before moving forward.