Customer service Hybrid

Profile

About us :

John A. Papalas & Company, founded in 1942, is a family business built on a foundation of old world principles. Innovative construction and management techniques, fair pricing, use of quality materials, and putting in an honest day’s work have contributed to 3 generation of success. Future growth ensures implementation of the most current practices, continued high standards of safety, quality and services while passing those efficiencies to our customers.

About role:

We are looking for a professional, solutions-oriented Customer Service Representative to manage client inquiries, support project coordination, and ensure excellent customer experience across pre-construction, project delivery and aftercare stages. You will liaise with clients, project teams and subcontractors to resolve issues quickly and keep stakeholders informed.

Responsibilities :

• Serve as first point of contact for client inquiries by phone, email and face-to-face; log and track all interactions.
 • Triage and escalate client issues to project managers, site teams or technical leads and follow through to resolution.
 • Provide regular, clear status updates to clients on project schedules, deliverables, and variations/change orders.
 • Prepare and send client-facing documentation: quotes, progress reports, invoices, service tickets and warranties.
 • Manage appointment scheduling for site visits, inspections and handovers.
 • Record and maintain accurate client and project records in CRM / project management systems.
 • Collect client feedback and monitor satisfaction; escalate trends and improvement opportunities to management.
 • Support contract administration and ensure client queries about specifications, safety, or compliance are routed to the correct internal team.
 • Assist in onboarding new clients and handover to operations for project start-up.
 • Participate in continuous improvement initiatives to enhance customer experience and internal processes.

Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Communications, Construction Management, or related field preferred.
 • 1–3 years customer service experience; experience in construction, industrial services or field-based operations is highly desirable.
 • Strong written and verbal communication skills.
 • Comfortable using CRMs, Microsoft Office (Outlook, Word, Excel) and web-based project tools.
 • Ability to remain calm under pressure, manage multiple priorities and meet deadlines.
 • Professional telephone manner and strong attention to detail.

Skills & attributes :
 • Customer-first mindset with strong problem-solving and prioritization skills.
 • Empathetic, patient and able to translate technical information for non-technical clients.
 • Team player who collaborates with site teams and leadership.
 • Reliable, organized and proactive — comfortable following up until issues are closed.

Company info

Confidential