Customer Service Liaison

Roy Jorgensen Associates, Inc. (Jorgensen) is a world leader in maintenance management, providing facility and highway infrastructure consulting, maintenance, and management services for over 65 years. Our maintenance operations include professional engineers, certified quality control inspectors, and experienced maintenance technicians specializing in highway infrastructure maintenance contracts across the United States.

About the role

We are seeking a full-time Bilingual (English/Spanish) Customer Service Liaison in Miami, FL, to ensure smooth, accurate, and professional communication between customers and the local project. This role serves as the primary point of contact for customer inquiries and service requests, providing timely responses, clear updates, and high-quality resolution of concerns. Responsibilities include customer service coordination, community outreach, and field collaboration with stakeholders, internal teams, and project leadership.

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.
• 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 to support customer satisfaction, trust, and retention.

Requirements

• 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, and speak English and Spanish fluently.
• Clean driving record and ability to pass a criminal background check.

Qualifications

• High School Diploma or GED.
• Strong verbal and written communication skills.
• Strong organizational, follow-up, and time-management skills.
• Ability to manage multiple tasks, prioritize work, and follow issues through to resolution.
• Strong interpersonal skills and a community-oriented mindset.
• Customer service or community engagement experience.
• Detail-focused, with the ability to produce clear reports and document trends.
• Comfortable working collaboratively with operations, maintenance, and leadership teams.
• Active listening, empathy, problem-solving, and conflict resolution skills.
• Ability to translate technical information into plain language.
• Professionalism and diplomacy.
• Basic arithmetic skills.
• Ability to adapt to the latest technology, including smartphones and applications.
• Flexibility to adjust to a changing work schedule.

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.

Schedule

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

Benefits

• Competitive base pay.
• Jorgensen work vehicle.
• Annual profitability-based bonus.
• Recognition incentives.
• Extensive training opportunities.
• Health, Dental, and Vision insurance.
• Vision discounts.
• 401(k) Retirement Plan.
• Vacation, Sick Leave, and Paid Holidays.
• Life Insurance and Long-Term Disability coverage.
• Critical Illness Coverage.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Pet Insurance Discount.
• Employee Assistance Plans.