Customer Support Specialist

CiviTronix is a leading engineering firm specializing in a wide range of services including civil and site engineering stormwater management highway design environmental solutions and water and wastewater services. With a commitment to delivering exceptional quality and sustainable outcomes we work across diverse sectors such as transportation infrastructure land development and municipal engineering. We aim to create innovative meaningful and lasting solutions that enhance communities strengthen infrastructure and protect the environment.

Note: Strictly for candidates within the United States.

Our team brings together technical expertise innovation and a thorough understanding of regulatory frameworks to ensure our clients receive the highest level of service and results.

Position Overview

As a Customer Support Specialist at CiviTronix you will be an integral part of our client relations team responsible for ensuring that our customers receive timely efficient and effective support. You will provide assistance and guidance on the services we offer help resolve issues and maintain positive relationships with clients both internal and external. The ideal candidate will demonstrate a strong understanding of engineering principles be a proactive problemsolver and possess excellent communication skills.

This role offers an exciting opportunity to work in a dynamic fastpaced environment and contribute to CiviTronixs mission of delivering highquality engineering solutions.

Key Responsibilities

• Client Interaction & Support:
  • Serve as the primary point of contact for client inquiries providing clear and effective communication.
  • Assist clients in understanding our services such as civil and site engineering stormwater management highway design and other engineering solutions.
  • Address inquiries regarding project statuses timelines and deliverables ensuring clarity and transparency at every stage.
  • Manage client complaints and concerns with professionalism striving to resolve issues efficiently while maintaining positive client relationships.
• Project Coordination & Communication:
  • Act as a liaison between clients and the engineering team ensuring that client expectations are communicated accurately and that project details are relayed efficiently.
  • Coordinate with internal teams to ensure that project deliverables are met in line with client requirements schedules and quality standards.
  • Document client feedback and relay it to relevant departments to drive continuous improvement in service delivery and project outcomes.
• Problem Solving & Issue Resolution:
  • Troubleshoot and resolve technical and servicerelated issues collaborating with the engineering teams as necessary.
  • Follow up on outstanding client requests or issues to ensure that they are addressed in a timely and effective manner.
  • Escalate unresolved issues to senior management when appropriate providing thorough background and context for resolution.
• Service Documentation & Reporting:
  • Maintain accurate records of client interactions including inquiries requests complaints and resolutions.
  • Prepare and maintain regular reports on customer satisfaction service performance and common issues to support continuous improvement.
• Product Knowledge & Training:
  • Stay current with CiviTronixs services and capabilities including civil engineering stormwater management environmental solutions water/wastewater services and more.
  • Regularly participate in training sessions to enhance product knowledge and customer service skills.
• CrossDepartmental Collaboration:
  • Work closely with other departments including engineering project management and sales to ensure seamless service delivery to clients.
  • Provide feedback on client needs and trends to help shape future offerings and improve internal processes.
• Administrative Support:
  • Assist in administrative tasks related to client projects including scheduling meetings preparing documents and managing client databases.
• Continuous Improvement:
  • Provide feedback on customer support processes and recommend improvements to enhance client satisfaction and operational efficiency.

Qualifications & Skills

• Education:
  • Bachelors degree in a related field (Engineering Communications Business Administration) or equivalent experience.
• Experience:
  • 2 years of customer support or client relations experience preferably in an engineering construction or technical services environment.
  • Previous experience in the engineering or construction industries is a plus with an understanding of civil engineering infrastructure or environmental services.
• Technical Skills:
  • Familiarity with engineering terminology and concepts is highly desirable.
  • Proficiency in Microsoft Office Suite (Word Excel PowerPoint Outlook) and customer relationship management (CRM) software.
  • Experience with project management software is a plus.
• Communication Skills:
  • Exceptional written and verbal communication skills with the ability to convey technical information to a nontechnical audience.
  • Strong interpersonal skills with the ability to build rapport and maintain professional relationships with clients.
• Problem Solving:
  • Strong analytical and critical thinking skills to identify issues determine root causes and implement solutions.
• Organizational Skills:
  • Highly organized detailoriented and able to manage multiple tasks simultaneously while maintaining quality and efficiency.
  • Ability to work independently as well as part of a team in a collaborative and fastpaced environment.
• Customer Focus:
  • A customerfirst mindset with a commitment to providing exceptional service and ensuring client satisfaction.

Pay rate: $18.00 $23.00 / hour

Location: Remote (United States Only)

Benefits

• 401(k)
• 401(k) matching
• Health insurance
• Dental insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Benefits

• 401(k)
• 401(k) matching
• Health insurance
• Dental insurance
• Life insurance
• Paid time off