Customer Service Representative

Tetra Tech is a consulting and engineering company that provides technology-enabled solutions for complex challenges. The Customer Service Representative serves as the primary liaison among Tetra Tech, the client program, and residents or customers, providing timely support across multiple communication channels, resolving inquiries, documenting interactions, protecting confidential information, and escalating complex issues.

Responsibilities:

• Customer Interaction: Handle inbound and outbound contacts professionally and courteously across phone, email, text, chat, and outreach channels
• Accurate Information: Provide accurate information using approved scripts, FAQs, knowledge articles, SOPs, program guidance, and company policies
• Issue Resolution and Escalation: Resolve routine inquiries in a timely and effective manner and escalate complex, sensitive, or unresolved matters to the appropriate supervisor, department, or client program contact
• Documentation: Document every customer interaction, transaction, inquiry, complaint, action taken, and follow-up completely and accurately in the approved system
• Confidentiality and Verification: Protect confidential and sensitive information and follow required identity-verification, privacy, and data-security procedures
• Performance Expectations: Meet established schedule, attendance, quality, productivity, adherence, and customer-service expectations and performance targets
• Team Collaboration and Development: Participate in team huddles, meetings, training, coaching, calibrations, and process-improvement activities; work collaboratively with team members and other departments to support a seamless customer experience
• Operational Awareness: Promptly report system issues, emerging trends, misinformation, recurring customer concerns, safety concerns, and policy or process gaps to management
• Customer Follow-Up: When required, follow up with customers to confirm next steps, provide updates, and support complete resolution of their inquiry
• Continuous Improvement: Stay informed on current procedures and program updates, share customer feedback and insights, and suggest improvements that enhance service quality and operational effectiveness

Requirements:

• High school diploma or equivalent
• college coursework or an associate's/bachelor's degree is beneficial
• Strong verbal and written communication, active listening, empathy, problem-solving, and conflict-resolution skills
• Ability to learn and navigate multiple software systems, call center technologies, and detailed procedures
• Strong organizational and time-management skills with the ability to multitask and maintain accurate records
• Positive, professional, and customer-focused approach with the ability to work effectively in a team environment
• Previous customer service or call center experience is preferred
• disaster-response or disaster-recovery experience is beneficial