Customer Service Representative

Job Description

Job Description

Job Summary:
The Customer Service Representative serves as the first point of contact for homeowners and residents when company crews are working in their yards or surrounding neighborhoods. This is an experienced position, requiring prior industry knowledge. Candidates should have utility construction experience or experience working with internet service providers (ISP).

This role is responsible for answering inbound calls, addressing questions or concerns, and professionally de-escalating sensitive situations to ensure a positive customer experience while supporting field operations.

Key Responsibilities:

• Answer inbound calls from homeowners and residents regarding active job sites, scheduling, or crew activity
• Respond to questions, complaints, and service concerns in a courteous and professional manner
• De-escalate tense or emotional situations while maintaining composure and company standards
• Provide accurate information about project timelines, processes, and next steps
• Document all calls, concerns, and resolutions in the company system
• Coordinate with field crews, supervisors, and management to address and resolve issues promptly
• Escalate urgent or safety-related matters to appropriate personnel
• Follow up with customers to ensure concerns have been fully resolved
• Maintain a positive and professional company image in all interactions

Core Competencies:

• Problem-solving mindset
• Clear and professional communication
• Accountability and reliability
• Team collaboration with field staff