Customer Services Representative - Water Services - CDM Smith : Job Details

CDM Smith is looking for a part-time customer communications candidate who will use their passion for customer service to create meaningful public engagement for CDM Smith's growing portfolio of drinking water lead service line replacement programs. You will join CDM Smith's growing, cross-discipline strategic communications team, with the opportunity to work on projects across the U.S. This role focuses on helping members of the public understand and participate in programs aimed to protect them from lead in drinking water, especially in the Providence, RI area. With strong customer service experience and a people person personality, you will work with technical staff and strategic communication experts to answer customer inquiries. When someone comes to you frustrated, your first instinct is to actively listen to their issue, help them feel heard, and give them the information available to you about their request or concern. Put simply: you are good at listening, communicating succinctly, and tracking detail, and like to help people. The core of your work will be answering customer calls and emails related to CDM Smith-managed lead service line replacement programs. Your day-to-day duties will include:

• Answering a customer hotline in English and Spanish for specific hours during the day as part of a customer service team
• Answering customer emails in English and Spanish
• Using prepared scripts and messaging to ensure customers receive accurate, timeline information
• Carefully tracking each customer interaction in excel sheets and a custom database built for the replacement program
• Communicating questions or concerns you can't answer to the team leader so we can quickly follow up with an answer to the customer
• Showing up to work with a positive attitude and patience and empathy for customers

Some weekend and evening hours may be required to attend project public engagement events. This position is envisioned to take 20-30 hours a week during standard eastern time business hours. Daily schedule is flexible. It would start hybrid in-office/remote but is open for transition based on level of autonomy with the job duties.

High School diploma or equivalent. 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.

Ability to speak and write fluently in Spanish. Passion for improving public health, especially that of children, who are more susceptible to lead poisoning. Patience for and understanding of people with different backgrounds.

Basic knowledge of computer software programs and operating systems. Oral communication skills. High attention to detail and ability to follow detailed instructions and messaging. Ability to easily navigate digital databases and tools, such as basic Microsoft excel. Confidence making cold calls. Willingness to learn! Time management. Adaptability.

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 is 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, disability, veteran status, citizenship status, genetic information or any other characteristic protected by applicable law.

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.

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.

All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Recruitment Center Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith and any resume submitted to any employee outside of CDM Smith Recruiting Center Team (RCT) will be considered property of CDM Smith. CDM Smith will not be held liable to pay a placement fee.

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

TSU

WSO

Parttime-Regular

Regular

No - We will not support sponsorship, i.e. H-1B or TN Visas for this position