Customer Service Liaison

Roy Jorgensen Associates•Miami, FL

3d•Onsite

About The Position

Roy Jorgensen Associates, Inc. is seeking a full-time Customer Service Liaison to ensure smooth, accurate, and professional communication between customers and the local project in Miami, FL. This position serves as the primary point of contact for customer inquiries and service requests, ensuring timely responses, clear updates, and high-quality resolution of concerns. The role combines customer service coordination, community outreach, and field collaboration—engaging directly with stakeholders, tracking and documenting issues, and working closely with internal teams to ensure operations consistently meet community expectations and contract requirements. Adherence to all applicable federal, state, and local regulations, as well as Jorgensen company policies and procedures, is required.

Requirements

Minimum of one (1) year of customer service or coordination experience in a public-facing environment.
Ability to communicate clearly and professionally with teams, field staff, and customers.
Working knowledge of Microsoft Office (Excel, Word, PowerPoint).
Bilingual read/write (English/Spanish).
High School Diploma/GED.
Maintain company standards for background checks (i.e. criminal record, driving record and controlled substance/drug testing).
Strong verbal and written communication.
Strong organizational, follow up and time-management skills.
Ability to manage multiple tasks, prioritize work, and follow issues through to resolution.
Strong interpersonal and communication skills; community-oriented mindset.
Customer service or community engagement experience.
Detail-focused, and capable of producing clear reports and documenting trends.
Comfortable working collaboratively with operations, maintenance, and leadership teams.
Active listening and empathy.
Problem-solving and conflict resolution.
Ability to translate technical information into plain language.
Professionalism and diplomacy.
Carry out simple arithmetic functions.
Knowledge and ability to adapt to the latest technology.
Ability to use smart phone and applications.
Ability to adjust to changing work schedule.

Nice To Haves

Experience tracking and following up on service requests.
Background in transportation, utilities, public works, construction, or infrastructure.
Familiarity with work order or service request systems.
Experience working with municipal, state, or government agencies.
Clean driving record is essential.

Responsibilities

Act as the primary intermediary between customers, project leadership, and internal teams.
Manage customer service requests by documenting, tracking, communicating, and ensuring timely resolution.
Maintain accurate records, reports, and documentation in a fast-paced environment.
Ability to work in the field, attend community meetings, and interface with diverse stakeholders.
Collaborate with management to resolve issues, develop action plans, and enhance operations.
Promote professionalism, responsiveness, and quality service, supporting customer satisfaction, trust, and retention.