Lead Customer Service Specialist

Associated Builders and Contractors (ABC); Miami, Northern (FL, KY); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401k plan

Employee Stock Purchase Plan

Job summary

MasTec Utility Services is seeking a Lead Customer Service Specialist to manage a team of 10–20 specialists, ensuring clear customer communication and successful easement acquisition. You will interpret engineering plans and oversee daily operations, coordinating with internal departments and external customers.

The role requires 2+ years in customer service within a construction or project environment, strong written and verbal communication, and leadership abilities.

Qualifications

• High School Diploma or equivalent required; Associates Degree preferred.
• Minimum of two years of customer service experience, preferably in construction or project environment.
• Strong communication, interpersonal and organizational skills essential for coordinating across teams and stakeholders.

Responsibilities

• Oversee the customer service function for the project and team.
• Ensure documentation (easements, JBs, etc.) is accurately obtained and completed.
• Handle customer escalations and participate in update meetings with stakeholders (e.g., FPL).
• Track hours and report work completed for each team member.
• Train new hires and assign workloads; maintain ongoing communication with internal teams and owners.

Skills

Team leadership

Customer service

Communication

Project coordination

Problem solving

Education

High School Diploma or equivalent

Associates Degree

Job description

Overview

MasTec Utility Services delivers critical infrastructure construction and engineering services for power delivery, gas, and water customers, specializing in overhead and underground electric distribution for power delivery systems, gas distribution construction for gas systems, and turnkey solutions for a variety of water, sewer, and civil infrastructure projects. Backed by the strength of decades of experience, unrivaled industry skills, and a deep commitment to core values, MUS delivers safe, innovative, and environmentally responsible services that provide extraordinary value to clients.

Company Summary

MasTec Utility Services is a purpose-driven company. Our core values guide our strategy, performance, and culture. We believe in maintaining an environment where team members can make an impact, grow, and thrive. A place where they find meaning and purpose in doing the important work of ensuring communities have the vital energy, light, and communications to prosper. Our culture is inclusive and welcoming. Our teams are empowered with abundant training, tools, and opportunities to follow their curiosity and ambitions. Everyone has an equal chance to advance. Everyone is supported, respected, and challenged to be their best. We’re always looking for talented and dedicated people to join us and love where they work.

MasTec Utility Services is a proud subsidiary of MasTec (NYSE: MTZ), a Fortune 500 Company ranked by Energy News-Record as one of the leading contractors in the country. MUS is part of the MasTec Power Delivery segment. We are certified as a minority-controlled company by the National Minority Suppliers Development Council (NMSDC). Our rich diversity of people and ideas makes us a stronger, more innovative organization

Job Summary

The Lead Customer Service Specialist manages a team of 10 - 20 Customer Service Specialist in completing daily tasks related to customer communication and easement acquisition. In addition, they must understand engineering plans and interpret the job details. This position is responsible for the production of the Customer Service Specialist team. Work with personnel from other departments and outside customers daily.

Responsibilities

• Oversee the functions and all work associated with the of Customer Service aspect of the project and the assigned team.
• Ensure all documents (easements, JBs, etc.) are obtained and completed accurately.
• Handle customer escalations.
• Participate in customer (FPL) update meetings.
• Track employee hours and submitting in a timely manner.
• Responsible for reporting work completed (contract units) for each employee.
• Train new hires to learn the project and best practices.
• Assign new jobs and manage workload among team.
• Maintain on-going communication with internal team, FPL, and property owners throughout all stages of the project.

Qualifications

Minimum

• High School Diploma or equivalent combination of related education and experience.
• Associates Degree.
• Experience Minimum of two (2) years customer service experience required, preferably in a construction or project environment.

Preferred

• Expert ability to project professional image and provide excellent customer service.
• Expert ability to establish and maintain credibility and interpersonal relationships with diverse group of individuals.
• Expert ability organizational and planning skills attention to detail productive without compromising quality.
• Solid interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
• Solid ability to work under pressure to meet deadlines while managing internal and external customer expectations.

Physical Demands and Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, and scanners.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. This position is primarily sedentary, with some filing or lifting required. Must be able to bend and lift and carry up to 20 pounds.

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. The Company reserves the right to revise or change the job duties as the need arises. Management reserves the right to change the description, duties, or work schedules to accommodate individuals with disabilities.

Benefits available include Medical, Dental, Vision, Disability and Life insurance, a 401k plan and Employee Stock Purchase plan. MasTec is a publicly traded company MTZ (NYSE).

Equal Employment Opportunity

The Company’s policy is not to unlawfully discriminate against any applicant or employee based on race, color, national origin, ethnicity, sex, gender, sexual orientation, religion, marital status, age, disability, genetic information, military or veteran status, or any other basis protected by applicable law and EEOC regulations. The Company also prohibits harassment of applicants or employees based on any of these protected categories.