Customer Service Representative

The Opportunity:
Tetra Tech is adding a Customer Service Representative to our Case Management team based in the Maitland, Florida market. This is a project-based, remote role.
Why Tetra Tech:
At Tetra Tech, we are Leading with Science to solve the world's most complex challenges. Our industry-leading experts in engineering and consulting are committed to driving positive change in communities around the world. For over 50 years, we have been at the forefront of innovation and sustainability. Today we stand as a market leader, offering cutting-edge solutions in water, environment, energy, and international development. Our work has improved more than 500 million lives around the world.
Your Impact:
Join Tetra Tech to make a real difference. Our work leverages cutting-edge technologies, advanced analytics, and the expertise of world-class scientists and engineers to create meaningful change around the world. Discover your full potential - join us to advance your career while leaving a lasting legacy.
Your Role:
Tetra Tech Inc. is currently seeking a Customer Service Representative to act as a liaison
between the company and its customers. Provide services by phone, email, or text/chat
messages resolving customer's issues efficiently and effectively. Nurture customer
relationships and improve company credibility.
Customer Interaction:
• Handle incoming/outgoing calls, emails, and chats professionally and
courteously
• Provide accurate information about services and company policies.
Issue Resolution:
• Resolve customer inquiries, issues, concerns, or complaints in a timely and
efficient manner.
• Escalate complex or unresolved issues to the appropriate department or
supervisors.
• Follow up with customers to ensure their issues are fully resolved and they
are satisfied with the service.
Documentation:
• Accurately document customer interactions and transactions in the Genesys
software system.
• Maintain detailed and organized records of customer inquiries, comments,
and complaints.
Team Collaboration:
• Work closely with team members and other departments to ensure a
seamless customer experience.
• Share any customer feedback and insights with management to improve
processes and services.
• Attend and participate in team meetings or training sessions to stay updated
on products and services.
Continuous Improvement:

• Stay informed on company policies and procedures, and industry trends.
• Suggest improvements to enhance customer service processes and
  procedures.
• Strive to meet and exceed performance metrics and targets.
• Conduct activities in line with internal procedures, legislation, and industry standards.
• Pursue continuous professional development and maintain a high degree of discipline knowledge and awareness.
• Work in a safe manner at all times and report all health and safety incidents and concerns.
• Additional duties as required.

Qualifications:
• High School Diploma or equivalent. An associate's/bachelor's degree is a
plus.
• Bilingual in English/Spanish is preferred but not required.
• Previous customer service experience is preferred but not required.
• Experience in a call center environment is an advantage.
• Strong organizational skills, time management skills, and ability to multitask.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficient in call center software and technology.
• Positive attitude and a passion for providing exceptional customer service.
• Flexible working hours may be required, including evenings and weekends
***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 and priorities. ***
It is understood that your employment will be on an "at will" basis. This position with Tetra Tech is temporary and on an "as-needed" basis and will end once the project is complete.
About Tetra Tech:
Tetra Tech combines the resources of a global, multibillion-dollar company with local, client-focused delivery in 550 locations around the world. Our reputation rests on the technical expertise and talent of more than 28,000 employees who are working together to provide smart, scalable solutions for challenging projects.
Explore our open positions at Follow us on social media to learn more about our people, culture, and opportunities:
LinkedIn: @TetraTechCareers
X (Twitter): @TetraTechJobs
Tetra Tech is proud to be an Equal Opportunity Employer. Diversity, inclusion, and equity are among our core values. Throughout our history, the company has prioritized equitable inclusion of all people. All qualified candidates will be considered without regard to race, color, religion, national origin, military status, age, disability, sexual orientation, gender identity, or any other characteristic protected by law. We invite applications from all interested parties.