Customer Support Specialist

Job Description

• Answer inbound phone calls, including customer initial and follow up calls and response team calls with professionalism and ability to follow customer specific exceptions where applicable.
• Collect incident details.
• Communicate with customer contacts on and offsite.
• Notify ER Specialist (ERS) of any technical assistance needed by customer or response crew or self.
• Document in ticketing system with data entry accuracy. (2nd phase after some training)
• Communicate with responding teams during response at required update times logging calls with accuracy and clarity. (2nd phase after some training)
• Dispatch internal team or 3rd party offices.
• Obtain job documentation – summary of events – and put it into ticketing systems.

The Customer Support Specialist (CSS) is a primary GROC call center representative who is expected to perform significant administrative tasks pertinent to the calls received, tickets created, and expectations as shown below. It is further expected that when any questions, concerns or issues arise the CSS communicates with the Emergency Response Specialist (ERS) immediately to ensure accurate, clear processes are followed and opportunities for learning are had.

Shift schedule is as follows for 2 weeks --- 2 days on- 2 days off ---- 2 Days on 3 Days off ---- 3 days on- 3 days off--- Cycle repeats every 2 weeks

Saturday to Sunday - 6AM to 6PM

This is a Contract position based out of Arlington, TX.

The pay range for this position is $21.00 - $21.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Arlington,TX.

This position is anticipated to close on Jun 23, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
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.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.