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

Company Overview

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Join Us! CDM Smith – where amazing career journeys unfold.

Imagine a place committed to offering an unmatched employee experience. Where you work on projects that are meaningful to you. Where you play an active part in shaping your career journey. Where your co-workers are invested in you and your success. Where you are encouraged and supported to do your very best and given the tools and resources to do so. Where it’s a priority that the company takes good care of you and your family.

Our employees are the heart of our company. As an employer of choice, our goal is to provide a challenging, progressive and inclusive work environment which fosters personal leadership, career growth and development for every employee. We value passionate individuals who challenge the norm, deliver world-class solutions and bring diverse perspectives. Join our team, and together we will make a difference and change the world.

Job Description

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

General Description of 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.

Skills & Abilities

• 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.

Qualifications

Bachelor's degree. 1 year of related experience. Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands. Equivalent additional directly related experience will be considered in lieu of a degree.

Preferred Qualifications

• 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.

Amount of Travel Required

10% or less EEO Statement

We attract the best people in the industry, supporting their efforts to learn and grow. We strive to create a challenging and progressive work environment. We provide career opportunities that span a variety of disciplines and geographic locations, with projects that our employees plan, design, build and operate as diverse as the needs of our clients. CDM Smith Inc. and its divisions and subsidiaries are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, pregnancy related conditions, childbirth and related medical conditions, sexual orientation, gender identity or gender expression), national origin, age, marital status, physical or mental disability, veteran status, citizenship status, genetic information or any other characteristic protected by applicable law. Background Check and Drug Testing Information

CDM Smith Inc. and its divisions and subsidiaries (hereafter collectively referred to as “CDM Smith”) reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing. Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Additional Pay Range Information

CDM Smith is committed to fair and equitable compensation practices. This pay range is a good faith estimate representative of all experience levels for the geographic location assigned to the position. In addition to geographic location, a candidate’s salary is determined by several other factors including, but not limited to, the role, function and associated responsibilities, relevant work experience, skills, required certifications, and education/training. Additional Compensation

All bonuses at CDM Smith are discretionary and may or may not apply to this position. Visa Sponsorship Available

No-We will not support sponsorship in the United States, i.e. H-1B or TN Visas for this position Agency Disclaimer

All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Talent Acquisition Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith Inc. and its divisions and subsidiaries staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith Inc. and its divisions and subsidiaries and any resume submitted to any employee outside of CDM Smith Talent Acquisition Team will be considered property of CDM Smith. CDM Smith Inc. and its divisions and subsidiaries will not be held liable to pay a placement fee. Pay Range Max

USD $120,349.00 Pay Range Min

USD $72,966.00

• 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. Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands. Equivalent additional directly related experience will be considered in lieu of a degree.