Customer Service Representative- Evening Shift​/Evening Split Shift

Position: 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…