Remote Customer Care Specialist - Program Support

Tetra Tech; Florida; On-site; USD 32,000 - 42,000; Full time

Job summary

Tetra Tech is seeking a Customer Service Representative to serve as the primary liaison between the company, client program, and residents or customers. The role provides accurate, respectful, and timely service through phone, email, text, chat, and outbound outreach while supporting effective issue resolution and strong customer relationships.

Responsibilities include handling inquiries across channels, documenting interactions, and escalating complex issues as needed to ensure a seamless

Qualifications

• High school diploma or equivalent; college coursework or an associate’s/bachelor’s degree is beneficial.
• Strong verbal and written communication, active listening, empathy, problem-solving, and conflict-resolution skills.
• Ability to learn and navigate multiple software systems, call center technologies, and detailed procedures.
• Strong organizational and time-management skills with the ability to multitask and maintain accurate records.

Responsibilities

• Handle inbound and outbound contacts professionally and courteously across phone, email, text, chat, and outreach channels.
• Provide accurate information using approved scripts, FAQs, knowledge articles, SOPs, program guidance, and company policies.
• Resolve routine inquiries in a timely and effective manner and elevate complex matters as needed.
• Document every customer interaction, transaction, inquiry, complaint, action taken, and follow-up in the approved system.
• Protect confidential information and follow identity-verification, privacy, and data-security procedures.
• Meet established schedule, attendance, quality, productivity, adherence, and customer-service targets.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Empathy

Education

High school diploma

Associate/Bachelor degree beneficial

Tools

Call center software

Job description

Tetra Tech is seeking a Customer Service Representative to serve as the primary liaison between the company, client program, and residents or customers. The role provides accurate, respectful, and timely service through phone, email, text, chat, and outbound outreach while supporting effective issue resolution and strong customer relationships.

Responsibilities include handling inquiries across channels, documenting interactions, and escalating complex issues as needed to ensure a seamless