Customer Services Representative - Water Services
CDM Smith
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.
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.
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