Jacobs · 10 hours ago
Customer Support Representative - Tempe, AZ
United States
Full-time
Remote
Entry Level
2+ years expJacobs is a company focused on solving critical problems to create thriving cities and resilient environments. They are seeking a Customer Support Representative to provide professional support through various communication channels while maintaining positive rapport with clients and vendors.
Civil EngineeringConsultingCyber SecurityIndustrialIndustrial EngineeringInformation TechnologyInfrastructureProfessional ServicesReal Estate
Responsibilities
Respond to alarms, answer phones, emails, and chats professionally; provide services related to facilities, cities, water, and sanitation issues
Research required information using all available resources
Handle and resolve customer complaints, process orders, forms, and applications
Identify and escalate priority issues, route calls to appropriate resources
Follow up on customer calls, including callbacks to appropriate parties
Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity
May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client
Coordinate responses between vendors and customers; work with internal and external vendors
Enter, dispatch, and complete customer work orders via various software systems; escalate issues as needed
Record audio announcements for clients to update callers on statuses
Utilize translation services when necessary
Make outbound calls and follow up on unresolved inquiries using escalation steps
Recognize and document trends in customer calls, alert Account Lead or managers of potential issues
Notify technical support of system issues; escalate work stoppages as priorities
Complete required training within expected timeframes
Adhere to Support Center guidelines, including scheduled breaks and lunches
May be asked-required to work overtime as needed depending on technical, staffing or client related issues
Perform additional duties and projects assigned by the supervisor
Qualification
Required
High school diploma or GED required
Two to four years of call center/customer service experience or equivalent combination of education and experience
Strong verbal and written communication skills; clear, pleasant speaking voice
Listening skills; ability to navigate multiple databases (5–7)
Basic to intermediate computer skills (Outlook, Word, Excel)
Problem analysis and problem-solving; customer service orientation
Organizational skills; attention to detail; initiative and judgment
Adaptability, teamwork, professionalism, and courtesy
Stress tolerance and resilience; Maturity and professionalism to work unsupervised in a virtual environment
Basic computer troubleshooting
Ability to adhere to a set schedule with predetermined breaks and lunch
Must be able to work in a distraction-free virtual home environment
Preferred
Prefer some college coursework or training beyond high school
Knowledge of facilities maintenance, utilities, city services, and water/wastewater management is a plus
Benefits
Medical
Dental
Vision
Basic life insurance
401(k) plan
Paid time off (allocated plans start date 17 days per calendar year)
Seven paid holidays
One floating holiday
Caregiver leave
The ability to purchase company stock at a discount
Legally mandated benefits
Company
Jacobs
Jacobs leads the global professional services sector delivering solutions for a more connected, sustainable world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.1B2023-08-18Post Ipo Debt· $600M
2023-02-16Post Ipo Debt· $500M
1980-09-26IPO
Leadership Team
Bob Pragada
Chair & Chief Executive Officer at Jacobs
Paul Friedman
CTO, StreetLight Data
Recent News
2026-01-09
MarketScreener
2026-01-05
Company data provided by crunchbase