Customer Service Representative- Evening Shift Role or Day/Evening Split Shift Role

CDM Smith is hiring a Customer Service Representative to support a lead service line replacement program. The role responds to customer inquiries, documents and researches concerns, coordinates with project teams, and helps customers understand replacement activities and requirements.

Responsibilities:

• Regarding hours: This role is required to work during evening shift 5p-9p EST, Monday-Friday (20hrs) and option to also work 4 hours per day during dayshift, to have full 40 hour week. Evening shift hours can be worked remotely. Dayshift portion is flexible
• Manage the Customer Service email inbox, responding to customer inquiries regarding program eligibility, project status, construction activities, required documentation, scheduling, and health information related to lead service lines
• Answer and return customer phone calls in a professional, courteous, and timely manner
• Provide clear, accurate, and empathetic information to customers regarding lead replacement activities and associated construction processes
• Document customer interactions and inquiries accurately in program databases and customer relationship management systems
• Interpret data from multiple applications, dashboards, and tracking systems to research customer concerns and provide informed responses
• Coordinate with construction teams, project managers, inspectors, and other program staff to obtain current project information and resolve customer inquiries
• Assist customers with completing required forms and submitting necessary documentation
• Escalate complex issues, complaints, or service concerns to the appropriate team members for resolution
• Maintain detailed and organized records of customer communications, requests, and follow-up actions
• Demonstrate strong written and verbal communication skills when interacting with customers, contractors, and internal stakeholders
• Support outreach and education efforts by helping customers understand the benefits, process, and requirements of lead service line replacement
• Exercise sound judgment when handling sensitive customer concerns and confidential information
• Remain adaptable and committed to continuous learning in a dynamic and evolving program environment
• Meet established performance standards for responsiveness, accuracy, customer service, and data quality

Requirements:

• Excellent customer service, interpersonal, and problem-solving skills
• Strong written and verbal communication skills
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams
• Ability to navigate multiple software systems and applications simultaneously
• Strong attention to detail and organizational skills
• Ability to manage competing priorities and work effectively in a fast-paced environment
• Ability to learn and explain technical and construction-related information to customers in clear, understandable terms
• Ability to work independently as well as collaboratively within a team environment
• Bachelor's degree
• 1 year of related experience
• Equivalent additional directly related experience will be considered in lieu of a degree
• No-We will not support sponsorship in the United States, i.e. H-1B or TN Visas for this position
• Prior experience in a customer service, call center, public outreach, or customer-facing role
• Experience working with utility, infrastructure, public works, construction, environmental, or government programs preferred
• Familiarity with construction processes, project scheduling, or field operations is preferred
• Experience maintaining customer records and performing data entry in databases or customer management systems
• Experience handling customer complaints, conflict resolution, and issue escalation
• Experience communicating technical information to non-technical audiences is a plus