Customer Service Representative

Customer Support - Contract Forester Utility Vegetation Management Location: Texas, Louisiana About the Role Atlas Field Services is seeking experienced Customer Support - Contract Foresters to join our Utility Vegetation Management (UVM) team. This position is dedicated primarily to customer conflict resolution, serving as the front-line liaison between the utility, contractors, landowners, and the public to resolve vegetation-related concerns quickly, professionally, and to completion. When customer issues are resolved or capacity allows, these employees will also perform Work Planner and Quality Control (QC) duties wherever the program needs support, ensuring time is always utilized at the highest capacity. Key Responsibilities Serve as the dedicated point of contact for customer complaints and conflict resolution across the assigned service territory, managing each issue from intake through final resolution. Track and document all customer interactions, complaint details, proposed resolutions, and progress within the company work management system (Fulcrum), maintaining a complete and defensible record for every case. Prioritize incoming complaints by severity, respond in a timely fashion, contractors, and tree crews to drive issues to closure. Investigate and resolve concerns related to property damage, tree warranty work, vegetation removals, and homeowner reimbursement, escalating as needed. Communicate assessment results, address concerns, resolve conflicts, and promote positive public relations while professionally representing the client. Perform Work Planner duties as assigned, including inspecting and prescribing vegetation work, documenting units with photos and location comments, and creating clear, executable, auditable work records. Perform Quality Control audits of planning and mitigation work for adherence to specifications, work quality, safety practices, and regulatory compliance; provide constructive feedback and elevate issues as needed. Inspect and evaluate trees for hazard or danger potential using industry-recognized methods (e.g., TRAQ methodologies). Collaborate daily with clients, contractors, landowners, stakeholders, and the public. Support emergency and storm response operations, including rapid assessments, hazard mitigation, and coordination in accordance with safety protocols, laws, and utility guidelines. Assist in miscellaneous line clearance projects, program improvements, and quality assurance initiatives as assigned. Promote and uphold a strong safety culture while working independently or in teams in challenging outdoor environments. Qualifications Minimum 4 years of experience in Utility Vegetation Management (UVM), utility arboriculture, electric utility vegetation projects, quality control/quality assurance, tree risk assessment, or closely related fields; equivalent relevant education may be considered in lieu of a portion of experience. Active ISA Certified Arborist certification highly desired. Strongly preferred certifications/qualifications: ISA Tree Risk Assessment Qualification (TRAQ) ISA Utility Specialist certification ISA Board Certified Master Arborist (BCMA) - priority consideration given to holders of this advanced credential. Advanced knowledge of tree identification, arboricultural practices, utility vegetation management standards (e.g., ANSI A300 where applicable), hazard tree evaluation, and integrated vegetation management principles. Exceptional written and verbal communication skills for conflict resolution, stakeholder engagement, technical reporting, and professional representation of the client. Proven ability to multitask, solve complex problems independently, maintain meticulous attention to detail, and work productively in variable outdoor conditions (weather, terrain, remote/urban settings). Proficiency with technology, including smartphones, tablets, GPS/navigation, mapping software, data collection apps (Fulcrum experience a plus), and basic computer systems for reporting and documentation. Valid driver's license with a clean driving record; capable of safely operating a 4x4 vehicle on rough, unpaved, or off-road terrain. Ability to work alone or collaboratively outdoors for extended periods, including walking/hiking on uneven/sloped terrain and exposure to all weather conditions. Physical Demands, Conditions, Work Environment The physical demands, conditions, and work environment characteristics described here must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Employees must be able to maintain attention and concentration for extended periods of time. Work alone in an outdoor field environment; extensive vehicle operation and foot patrol of utility power lines; remote locations as well as urban, city environments; physical demands and travel from site to site, including walking/hiking on various surfaces including flat, dry, wet, slippery, uneven, rough, steep terrain, hills, and slopes; exposure to noise, dust, grease, and all types of weather and temperature conditions; exposure to hazardous traffic conditions. Physical Primary functions require sufficient physical ability and mobility to work in a field environment: walk, stand, sit, and operate a motor vehicle for prolonged periods of time; frequently stoop, bend, kneel, crouch, run, crawl, climb, reach, twist, grasp and make repetitive hand movements in the performance of daily duties; carry, push and/or pull light to moderate amounts of weight (5 to 10 lbs.); operate assigned equipment and vehicles; verbally communicate to exchange information with public; see and hear in normal range with or without correction; operate assigned field equipment, including handheld computer, range finder, water backpack, shovel, and traffic cone. Safety Safety is a top priority at Atlas Field Service. Successful candidates will be committed to their personal safety and to the safety of others. This role will require a general understanding and the ability to identify safety hazards and report any unsafe working conditions. The position requires active participation in safety briefings and may deliver industry-specific safety messages to a broad audience when called upon. Pre-Qualifications Applicants must pass a pre-employment drug test. All candidates must possess a valid driver's license and have a good driving record. Job Type: Full Time Work Schedules are dictated by client and may vary depending on project needs. Generally, schedules are Monday-Thursday, and must be available Fridays, weekends and holidays as needed. Schedules are subject to change. Travel may be required. AFS is an Equal Opportunity Employer #J-18808-Ljbffr