FRMS Customer Service Specialist

JOB SUMMARY
The CUSTOMER SERVICE SPECIALIST (CSS) serves as the primary point of contact for the assigned Project Managers (PMs), contractors, and the internal service team. The CSS owns communication and coordination of service requests from receipt through work order completion, ensuring timely updates, accurate PCMS documentation, and consistent follow-through. The CSS partners with Generalists and Invoice Specialists to compete handoffs and keep work moving.

JOB DUTIES AND RESPONSIBILITIES:

1. RECEIVE, REVIEW, & DISPATCH SERVICE REQUESTS: Receive service requests from assigned PMs and enter all required information into PCMS. Review the request, work order details, priority, location, scope, and available supporting information before dispatch. Identify and assign an appropriate contractor in accordance with program requirements; communicate the scope and expectations. Confirm contractor acceptance and obtain an estimated time of arrival (ETA).
2. OWN CONTRACTOR COORDINATION & WORK ORDER PROGRESS: Communicate directly with contractors from work order acceptance through completion. Follow up on scheduling, arrival, work progress, findings, delays, outstanding actions, and completion so work orders do not remain stagnant. Coordinate technician check-ins and check-outs and confirm arrival and departure details are documented in PCMS; work with Generalists when they are providing check-in/out support. Review contractor updates and repair recommendations, determine the next required action, and communicate with the PM as needed. Coordinate Not-To-Exceed (NTE) requests and required PM approvals; ensure approved information is recorded on the work order. Generalists may assist with documenting and routing requests.
3. REPORTING, DOCUMENTATION, AND COMPLIANCE: Maintain accurate and complete records for all task orders, including work authorizations, contractor assignments, progress updates, and closeout documentation in accordance with contract requirements. Pull and distribute customer reports; upload approved documentation and as-built records into applicable systems, including PCMS and client-specific platforms; support preparation of construction cost breakdowns and progress charts as required.
4. INVOICING AND BILLING SUPPORT: Process and submit invoices in compliance with invoicing requirements, including accurate documentation of labor categories, hours, materials, and applicable markups or management fees. Verify invoice accuracy against task order scope and approved cost breakdowns; track NTE (Not-to-Exceed) thresholds and coordinate required approvals for NTE increases. Support prompt payment compliance and maintain organized billing records aligned with contract audit requirements.
5. COMMUNICATION & SYSTEM ACCURACY: Keep work order statuses, notes, contractor details, and key dates or updates current in PCMS. Document calls, emails, contractor findings, PM direction, approvals, proposal activity, and completion information. Identify and escalate delays, contractor/resource concerns, missing information, or issues requiring management or PM direction. Ensure information shared with PMs and team members reflects the current work order status.
6. TEAM SUPPORT: Coordinate coverage for assigned PMs during overlapping shifts and outside scheduled hours; communicate ownership and handoffs to prevent duplicate work or missed tasks. Provide backup assistance with other PMs, contractor communication, phone calls, and active work orders as department needs require. Work with Generalists on report follow-up, technician updates, NTE routing, and RA collection/upload while retaining ownership of PM communication and work order next steps. Partner with Invoice Specialists to resolve work order or documentation issues that delay invoicing. Ask questions, share updates, and help troubleshoot contractor or resource issues with the team.
7. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

EQUIPMENT OPERATED:
General office equipment (computer, dual monitors, phone, printer).

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of dispatching procedures, customer service processes, and third-party reporting systems, or the ability to learn these processes through training.
• Ability to learn and apply federal contract administration principles, including task order processes, Not-to-Exceed (NTE) management, and documentation requirements applicable to government facilities service agreements.
• Ability to develop a working knowledge of construction trades, facility repair and maintenance terminology (MEP, roofing, civil, architectural/structural), and standard project workflows in a multi-site environment.
• Ability to assist with invoice-related documentation, pricing clarification, and billing inquiries as needed, in coordination with the appropriate internal teams.
• Ability to communicate clearly and professionally with customer representatives, Contracting Officer’s Representatives (CORs), subcontractors, vendors, and internal management across multiple geographic regions.
• Ability to multitask, prioritize competing work orders, and meet urgent deadlines in a high-volume, fast-paced environment.
• Ability to remain composed, professional, and solution-focused during urgent, escalated, or emergency response situations.
• Ability to maintain accuracy and through documentation while managing multiple simultaneous task orders and work orders.
• Ability to learn, navigate, and effectively utilize client-specific systems as required by the program.
• Skilled in Microsoft Office, Suite, including Outlook, Excel, and Word.
• Skilled in organization, time management, and maintaining accurate and detailed records and documentation.
• Skilled in problem-solving, troubleshooting, and resolving issues in real time across complex, multi-stakeholder service programs.

MINIMUM QUALIFICATIONS:
High school diploma or equivalent, PLUS
Minimum of four (4) to six (6) years of experience in customer service, dispatch, administrative support, or construction/facilities support, or an equivalent combination of education and experience.

PREFERRED QUALIFICATIONS:
Associates or Bachelor’s degree in Business Administration, Construction Management, or a related field.
One (1) year in a government, municipal, or federal contract environment strongly preferred.
Demonstrated experience processing invoices under contract-based or government billing requirements, such as time-and-materials or labor-hour billing, cost breakdowns, or similar compliance-driven invoicing practices.

Special Qualifications
Must pass a criminal background check.
Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.

WORK CONDITIONS:
Works in heated and cooled office environment.
Prolonged periods of sitting at a desk and working on a computer.

The above describes the general content and requirements for this job. It is not intended to be an all- inclusive list of duties, responsibilities, or requirements.