Field Operations Customer Experience Specialist

Stretchconstruction; Conroe (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Stretchconstruction is seeking a Customer Service Representative to be the first point of contact for homeowners and residents where crews are working. This experienced role requires knowledge of utility construction or ISP environments and a calm, professional demeanor.

You will handle inbound calls, answer questions, de-escalate concerns, document interactions, and coordinate with field crews to keep projects on track while upholding the company image.

Qualifications

• Experience in utility construction or working with ISPs.
• Ability to handle inbound calls and de-escalate tense situations.
• Strong communication and customer service skills.

Responsibilities

• Answer inbound calls from homeowners and residents regarding active job sites, scheduling, or crew activity.
• Respond to questions, complaints, and service concerns in a courteous and professional manner.
• De-escalate tense or emotional situations while maintaining composure and company standards.
• Provide accurate information about project timelines, processes, and next steps.
• Document all calls, concerns, and resolutions in the company system.
• Coordinate with field crews, supervisors, and management to address and resolve issues promptly.
• Escalate urgent or safety-related matters to appropriate personnel.
• Follow up with customers to ensure concerns have been fully resolved.
• Maintain a positive and professional company image in all interactions.

Skills

Problem-solving

Communication

Accountability

Team collaboration

Job description

Stretchconstruction is seeking a Customer Service Representative to be the first point of contact for homeowners and residents where crews are working. This experienced role requires knowledge of utility construction or ISP environments and a calm, professional demeanor.

You will handle inbound calls, answer questions, de-escalate concerns, document interactions, and coordinate with field crews to keep projects on track while upholding the company image.