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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.

This is a full-time, work-from-home position requiring dedicated home office space and upgraded internet service to support workflow. The Support Center operates 24/7, and employees must be able to work any shift between 12:00 a.m. and 12:59 p.m. The role involves projecting a professional company image through phone, email, and chat interactions, maintaining positive rapport with vendors and client/city employees, and collaborating effectively with a diverse workforce and client base. Strong communication skills via online platforms such as TEAMS and Salesforce are essential.

Bring your team-focus, adaptability, and commitment to excellence, and we’ll help you grow what drives you - and deliver the world’s most challenging Operations Management projects, together.

#omfs #ourjacobs #bia

Essential Duties and Responsibilities:

• Respond to alarms, answer phones, emails, and chats professionally; provide services related to facilities, cities, water, and sanitation issues.

• 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 appropriate resources.

• Follow up on customer calls, including callbacks to appropriate parties.

• Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity.

• May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client.

• Coordinate responses between vendors and customers; work with internal and external vendors.

• Enter, dispatch, and complete customer work orders via various software systems; escalate issues as needed.

• Record audio announcements for clients to update callers on statuses.

• Utilize translation services when necessary.

• Make outbound calls and follow up on unresolved inquiries using escalation steps.

• Recognize and document trends in customer calls, alert Account Lead or managers of potential issues.

• Notify technical support of system issues; escalate work stoppages as priorities.

• Complete required training within expected timeframes.

• Adhere to Support Center guidelines, including scheduled breaks and lunches.

• May be asked-required to work overtime as needed depending on technical, staffing or client related issues

• Perform additional duties and projects assigned by the supervisor.

• Strong verbal and written communication skills; clear, pleasant speaking voice.

• Listening skills; ability to navigate multiple databases (5-7).

• Basic to intermediate computer skills (Outlook, Word, Excel).

• Problem analysis and problem-solving; customer service orientation.

• Organizational skills; attention to detail; initiative and judgment.

• Adaptability, teamwork, professionalism, and courtesy.

• Stress tolerance and resilience; Maturity and professionalism to work unsupervised in a virtual environment.

• Basic computer troubleshooting.

• Ability to adhere to a set schedule with predetermined breaks and lunch.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Ideally, You'll Also Have:

• High school diploma or GED required.

• Two to four years of call center/customer service experience or equivalent combination of education and experience.

• Prefer some college coursework or training beyond high school.

• Knowledge of facilities maintenance, utilities, city services, and water/wastewater management is a plus.

• Ability to listen and input data simultaneously.

• Must be able to work in a distraction-free virtual home environment.

Computer Skills:

• MS Office Applications

• Internet software (e.g., Vonage Telephony phone system)

• Database software (e.g., Salesforce)

• CMMS or equivalent program (e.g., Maintenance Connections)

Working Conditions:

Safety is a core value at Jacobs. We are committed to providing a safe and healthy workplace for all employees. This position will spend a substantial amount of time performing safety sensitive labor or services

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.