Customer Service Liaison

Customer Service Liaison

Bilingual - English/Spanish

Roy Jorgensen Associates, Inc. (Jorgensen) is a world leader in maintenance management. For over 65 years Jorgensen has provided a diverse range of facility and highway infrastructure, consulting, maintenance and management services. Our firm is focused on the operations and maintenance of transportation and public works infrastructure assets. Our maintenance operations are comprised of professional engineers, certified quality control inspectors, and experienced maintenance technicians with proficiency developing and executing highway infrastructure maintenance contracts throughout the United States. We know how to identify and implement innovative solutions for our client's toughest challenges.

Position Summary: Roy Jorgensen Associates, Inc. is currently seeking a full-time Customer Service Liaison to help ensure smooth, accurate, and professional communication between customers and the local project in Miami, FL. This position serves as the primary point of contact for customer inquiries and service requests, ensuring timely responses, clear updates, and high‑quality resolution of concerns. This role combines customer service coordination, community outreach, and field collaboration-engaging directly with stakeholders, tracking and documenting issues, and working closely with internal teams to ensure operations consistently meet community expectations and contract requirements. Adherence to all applicable federal, state, and local regulations, as well as Jorgensen company policies and procedures, is required.

Salary: Depends on experience, licenses, and certifications.

Schedule: Full time; typical schedule is 6:30AM-4:00PM. Must be flexible and work varying schedules.

Responsibilities:

• Act as the primary intermediary between customers, project leadership, and internal teams.
• Manage customer service requests by documenting, tracking, communicating, and ensuring timely resolution.
• Maintain accurate records, reports, and documentation in a fast‑paced environment
• Ability to work in the field, attend community meetings, and interface with diverse stakeholders.
• Collaborate with management to resolve issues, develop action plans, and enhance operations.
• Promote professionalism, responsiveness, and quality service, supporting customer satisfaction, trust, and retention.

Required Experience:

• Minimum of one (1) year of customer service or coordination experience in a public‑facing environment
• Ability to communicate clearly and professionally with teams, field staff, and customers
• Working knowledge of Microsoft Office (Excel, Word, PowerPoint)
• Bilingual read/write (English/Spanish)

Preferred Experience:

• Experience tracking and following up on service requests
• Background in transportation, utilities, public works, construction, or infrastructure
• Familiarity with work order or service request systems
• Experience working with municipal, state, or government agencies

Clean driving record is essential

Must pass criminal background check

Qualifications:

• High School Diploma/GED
• Maintain company standards for background checks (i.e. criminal record, driving record and controlled substance/drug testing)
• Strong verbal and written communication
• Strong organizational, follow up and time‑management skills
• Ability to manage multiple tasks, prioritize work, and follow issues through to resolution
• Strong interpersonal and communication skills; community‑oriented mindset.
• Customer service or community engagement experience
• Detail‑focused, and capable of producing clear reports and documenting trends.
• Comfortable working collaboratively with operations, maintenance, and leadership teams.
• Active listening and empathy
• Problem-solving and conflict resolution
• Ability to translate technical information into plain language
• Professionalism and diplomacy
• Carry out simple arithmetic functions
• Knowledge and ability to adapt to the latest technology
• Ability to use smart phone and applications
• Ability to adjust to changing work schedule

Compensation Package to include: Competitive base pay, Jorgensen work vehicle, annual profitability based bonus, recognition incentives, and extensive training opportunities. Comprehensive Benefit Plan options for full-time employees to include: Health, Dental and Vision insurance, Vision Discounts, 401(k) Retirement Plan, Vacation, Sick Leave, Paid Holidays, Life Insurance, Long Term Disability coverage, Critical Illness Coverage, Health Savings Accounts, Flexible Spending Accounts, Pet Insurance Discount, and Employee Assistance Plans.

Company will conduct Background check, MVR and Controlled Substance testing prior to hire.

Roy Jorgensen Associates, Inc. is an Equal Opportunity Employer and is committed to diversity in our workforce. EOE/M/F/D/V