Customer Service Representative

The Opportunity

Discover your full potential. At Tetra Tech, we are collaborating with industry-leading experts for a sustainable future for our world. We combine consulting and engineering with advanced analytics and technology to solve the world's most complex challenges. Our innovation hubs across the globe will enable you to share ideas and best practices while growing your professional network. Wherever you are in your career journey, you will benefit from working with world-class engineers, scientists, and technical specialists.

Why Tetra Tech

At Tetra Tech, you will work with high-performing teams who are passionate about using their expertise to find solutions to complex problems in water, environment, infrastructure, resource management, energy, and international development.

Your Impact

As a Customer Service Representative, you will make a direct impact by helping residents and customers navigate program services with clarity, professionalism, and compassion. You will serve as a trusted point of contact, ensuring questions are answered accurately, concerns are documented and resolved efficiently, and complex issues are escalated appropriately. Your attention to detail, commitment to confidentiality, and ability to build positive customer relationships will help strengthen trust in Tetra Tech and the client program.

Position Summary

Tetra Tech Inc. is currently seeking a Customer Service Representative to serve as the primary liaison between Tetra Tech, the client program, and residents or customers. The role provides accurate, respectful, and timely service through phone, email, text, chat, and outbound outreach while supporting effective issue resolution and strong customer relationships.

Essential Job Functions

The following duties are considered essential to the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• 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.

Required Qualifications

• 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.
• Reliable attendance and ability to work assigned hours, including evenings or weekends when required.
• Previous customer service or call center experience is preferred; disaster-response or disaster-recovery experience is beneficial.
• Positive, professional, and customer-focused approach with the ability to work effectively in a team environment.

Physical Requirements

• Ability to work remotely at a computer for extended periods.
• Frequent use of a computer, keyboard, mouse, telephone, and other office equipment.
• Ability to communicate effectively through phone, video, email, and other electronic platforms.
• May occasionally need to sit, stand, walk, bend, or lift light office materials.

Work Environment / Environmental Factors

This position may be based in an office environment or performed remotely, depending on company and project requirements.

• Flexible working hours may be required, including evenings, weekends, extended shifts, or emergency-response operations.
• Project assignments may be adjusted or reassigned based on evolving business needs, client requirements, staffing considerations, or operational priorities. Employees are expected to remain flexible and support other call center projects or programs as assigned.

Additional Information

This job description outlines the primary responsibilities and qualifications for the Customer Service Representative position. It may be subject to change based on the company's needs, client requirements, and project priorities.

This position with Tetra Tech is temporary and on an "as needed" basis and will end. It is understood that your employment is to be on an "at will" basis. Neither our stating your salary in annualized terms nor our comments nor representations in any other respects are intended to express or imply that you will be working either for any duration or under a contract of employment.

Tetra Tech combines the resources of a global, multibillion-dollar company with local, client-focused delivery in more than 470 locations around the world. Our reputation rests on the technical expertise and dedication of our employees22,000 associates working together to provide smart, scalable solutions for challenging projects. We are proud to be home to leading technical experts in water, environment, infrastructure, resource management, energy, and international development.