Customer Service Specialist

About the role

The Customer Service Specialist will be the primary point of contact for applicants and participants of several Tetra Tech programs in Puerto Rico, including CDBG‑DR/MIT R3‑BRR, SFM, Resurge and CEWRI‑CI. Based in Ponce, you will deliver professional call‑center support, ensuring clear communication, accurate information, and a high level of service throughout each case.

Key responsibilities

• Answer inbound calls, emails and other approved channels, providing timely assistance.
• Conduct outbound calls for status updates, appointment reminders, outreach campaigns and document requests.
• Explain program eligibility, application processes, documentation requirements and case status.
• Guide applicants through the entire application lifecycle and maintain continuous communication.
• Provide monthly status updates to active applicants when required.
• Receive, document and resolve or appropriately escalate complaints and warranty inquiries.
• Inform applicants about reconsiderations, Reasonable Accommodation Requests, Optional Relocation Assistance and other program services.
• Accurately record all interactions in the designated case‑management system while protecting personally identifiable information.

Required profile

• Strong verbal and written communication skills in English.
• Excellent judgment, attention to detail and ability to follow program guidelines, SOPs, HUD requirements and local standards.
• Customer‑focused attitude with a commitment to delivering outstanding service.
• Ability to handle multiple inquiries simultaneously and work effectively in a fast‑paced call‑center environment.

Required skills

• Proficiency with standard office software (e.g., email, word processing).
• Experience using case‑management or CRM systems.
• Knowledge of data privacy practices for handling PII.