Customer Service Support Entry Level

Our People & Places Solutions business – reinforces our drive to improve the lives of people everywhere and epitomizes the "why" of what we do – the tremendous positive impact and value our solutions bring to our communities and society as a whole. From facilities delivering life-saving therapies and ensuring clean water to enabling the connection of people through all modes of transportation and providing access to technology – we're integrating a multitude of these solution elements to build the smart environments of tomorrow.

Start your Jacobs career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow.

Your Impact:

At Jacobs, we challenge what is currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you’ll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them – people

As a Customer Service Support Person, you’ll project a professional company image through phone, email, and chat interactions. Maintain a positive rapport with all vendors and client/city employees. Must be a team player and able to work with a diverse workforce and client base. Must be able to communicate effectively and clearly via online platforms such as TEAMS/SLACK, etc. Must have dedicated home office space and access to upgraded internet service to support workflow. Must be able to work any shift between 12:00 am-12:59 pm as the Support Center is operational 24/7. This is a full-time work at home position.

Responsibilities:

• Answer phones, emails and chats professionally & respond to and follow up on customer inquiries

• Research required information using all available resources

• Handle and resolve customer complaints & process orders, forms, and applications

• Identify and escalate priority issues & route calls to the appropriate resource

• Follow up customer calls where necessary & complete call reports

• Must be able to meet and maintain minimum acceptable department standards and goals

Essential Duties include the following:

• Enter, dispatch, and complete customer work orders via various computer software systems, may complete forms for callers, may be required to escalate issue as priority warrants
• May update and perform weekly, daily, and monthly follow up and add to reports
• Record audio announcements when warranted by certain clients to update callers on statuses
• Make outbound calls and follow-up via phone or email on customer inquiries not immediately resolved using escalated steps when necessary
• Notify technical support of any internet, phone, or system issues, if work stoppage, escalate as a priority
• Abide by support center guidelines; must be able follow a set schedule including break and lunch periods
• Working with external and internal vendors. Coordinating responses between vendors and the customer
• Recognize, document, and alert the client SME, designated on-call, or managers of trends in customer calls that could be problematic
• Answer incoming telephone calls, emails, and chats and provide a variety of services to the customer over the telephone, email or chat. Answering questions about facilities/cities/water and sanitation-related issues/concerns.
• Work with translation services when necessary
• Other duties and projects may be assigned by the supervisor
• Complete any requested training within expected timeframes

Here’s What You’ll Need:

Key Competencies: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Basic computer troubleshooting
• Adaptability & teamwork, friendly, professional and courteous, clear, pleasant speaking voice
• Strong verbal and written communication, listening skills, basic to intermediate computer skills (Outlook, Word, Excel), previous experience navigating through multiple databases (5-7)
• Customer service orientation & organizational skills
• Able to adhere to a set schedule: 2 breaks periods @ 15 minutes and 1 lunch period @ 30 minutes
• Must have the maturity and professionalism to work unsupervised in a virtual work environment from a dedicated home office
• Problem analysis & problem-solving, good interpersonal skills, patience
• Stress tolerance & resilience, work with minimum supervision, ability to follow directions
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Attention to detail, & initiative and judgment, solid spelling and grammar

Education and/or Experience

High school diploma or general education degree (GED) required; and two to four years call center/customer service-related experience and/or training; or equivalent combination of education and experience. Prefer some college courses or training beyond high school. Some knowledge and understanding of Facilities Maintenance and Services, city services and water or wastewater facilities would be a plus. Must be able to type 30 -35 wpm. Must be able to work in a virtual home environment without distractions.

MS Word/Excel

Database software

Microsoft Outlook

Internet software

CMMS or equivalent program desired

No supervisory responsibilities.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.

At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. With $15 billion in revenue and a talent force of more than 60,000, Jacobs provides a full spectrum of professional services including consulting, technical, scientific and project delivery for the government and private sector.