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

CDM Smith•Concord, CA

About The Position

The Customer Service Representative supports a lead service line replacement program by responding to customer questions and helping customers understand program eligibility, project status, construction activities, required documentation, scheduling, and related health information. The role manages email and phone inquiries, researches concerns using program applications and tracking systems, keeps accurate records, and coordinates with construction teams, project managers, inspectors, and other staff to resolve issues. It also assists customers with forms and documentation, escalates complex concerns, and supports outreach and education about the replacement process. The role requires the evening shift from 5 p.m. to 9 p.m. Eastern Time, Monday through Friday, totaling 20 hours per week. There is an option to work an additional four hours per day during the flexible day shift for a full 40-hour week. Evening hours may be worked remotely. Domestic and/or international travel may be required, with travel limited to 10% or less.

Requirements

Bachelor's degree and one year of related experience; equivalent additional directly related experience may be considered in lieu of a degree.
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 in a fast-paced environment.
Ability to learn and explain technical and construction-related information in understandable terms.
Ability to work independently and collaboratively within a team.
Availability to work Monday through Friday from 5 p.m. to 9 p.m. Eastern Time.

Nice To Haves

Prior experience in customer service, a call center, public outreach, or another customer-facing role.
Experience with utility, infrastructure, public works, construction, environmental, or government programs.
Familiarity with construction processes, project scheduling, or field operations.
Experience maintaining customer records and entering data in databases or customer management systems.
Experience handling customer complaints, conflict resolution, and issue escalation.
Experience communicating technical information to non-technical audiences.

Responsibilities

Manage the Customer Service email inbox and respond to customer inquiries about eligibility, project status, construction activities, documentation, scheduling, and health information related to lead service lines.
Answer and return customer phone calls professionally, courteously, and promptly.
Provide clear, accurate, and empathetic information about lead replacement activities and construction processes.
Document customer interactions and inquiries in program databases and customer relationship management systems.
Interpret data from multiple applications, dashboards, and tracking systems to research concerns and provide informed responses.
Coordinate with construction teams, project managers, inspectors, and other program staff to obtain current project information and resolve inquiries.
Help customers complete required forms and submit necessary documentation.
Escalate complex issues, complaints, or service concerns to appropriate team members.
Maintain organized records of customer communications, requests, and follow-up actions.
Support outreach and education efforts by explaining the benefits, process, and requirements of lead service line replacement.
Use sound judgment when handling sensitive customer concerns and confidential information.
Adapt to a dynamic program environment and meet performance standards for responsiveness, accuracy, customer service, and data quality.