Job Description

Our client within the Government Administration industry is seeking a Residential Support Specialist to join their team on a permanent full-time basis.

The Residential Support Specialist serves as a primary point of contact for customer concerns related to regional infrastructure projects.

Key Responsibilities:

• Serve as the central contact point for addressing customer issues pertaining to assigned Regional infrastructure projects.
• Respond promptly and professionally to customer inquiries and complaints received via phone, email, or in-person visits to construction sites.
• Research and provide information to Divisional and Departmental leadership teams regarding inquiries or complaints by coordinating with relevant internal and external resources.
• Craft articulate and persuasive responses to customer inquiries or complaints for review by Divisional and Departmental leadership.
• Maintain comprehensive and accurate documentation of all customer interactions and responses.
• Participate in the development of project-specific communication strategies and plans.
• Assist in the creation and distribution of project-related information to customers and stakeholders using various communication channels throughout the project lifecycle.
• Support Project Managers in ensuring consistency, timeliness, and accuracy of construction project information across all communication platforms.
• Liaise with key project stakeholders, the public, and the project team to address construction-related issues throughout project delivery.
• Conduct regular site visits to identify and address issues such as noise, traffic management, dust control, etc., and communicate findings to relevant parties.
• Monitor and report on the impacts of construction activities to Divisional leadership.
• Stay informed about new regulations, standards, and regulatory processes.
• Provide input for continuous improvement of internal processes and systems.

Qualifications:

• Bachelor's degree in Engineering or Business preferred.
• Minimum of three years of relevant experience in customer service or public relations, preferably in an Engineering or Construction environment.
• Ability to handle sensitive situations and difficult conversations with professionalism and discretion.
• Strong problem-solving and complaint resolution skills, with the ability to maintain composure under pressure.
• Excellent interpersonal skills and the ability to build and maintain strong relationships with stakeholders.
• Outstanding verbal and written communication skills, with proficiency in drafting sensitive and politically nuanced correspondence.
• Familiarity with project management principles and practices.
• Proficiency in Microsoft Office, customer relationship management software, and various communication channels (phone, email, social media).
• Technical understanding of planning, design, and construction of infrastructure projects, including emerging technologies and best practices.
• Flexibility in work hours, including weekends, is necessary for frequent site visits.
• Travel is required; the incumbent must have their own transportation.