Virtual Call Center Manager Jobs in Puerto Rico (NOW HIRING)

The Opportunity:

Tetra Tech is seeking a motivated and customer-focused Customer Service Specialist to join our team in Ponce, Puerto Rico. As a Customer Service Specialist, you will provide professional call center support for participants of the CDBG-DR/MIT R3-BRR, SFH, Resurge, and CEWRI-CI Programs. This role requires excellent communication skills, sound judgment, attention to detail, and a strong commitment to providing outstanding customer service while supporting programs that strengthen Puerto Rico's communities.

Why Tetra Tech:

At Tetra Tech, we are Leading with Science to solve the world's most complex challenges.  Our industry-leading experts in engineering and consulting are committed to driving positive change in communities around the world.  For over 50 years, we have been at the forefront of innovation and sustainability.  Today we stand as a market leader, offering cutting-edge solutions in water, environment, energy, and international development.  Our work has improved more than 625 million lives around the world.

Your Impact:

Join Tetra Tech to make a real difference.  Our work leverages cutting-edge technologies, advanced analytics, and the expertise of world-class scientists and engineers to create meaningful change around the world. Discover your full potential - join us to advance your career while leaving a lasting legacy.

Position Summary:

The Customer Service Specialist serves as the primary point of contact for applicants and participants of the CDBG-DR/MIT R3-BRR, SFM, Resurge, and CEWRI-CI Programs. The position provides exceptional customer service through inbound and outbound communications, applicant support, documentation, outreach, and accurate dissemination of program information while complying with Program Guidelines, SOPs, HUD requirements, and PRDOH standards.

Essential Job Functions: 

The following duties are considered essential to the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• Respond to inbound telephone calls, emails, and other approved communication channels.
• Conduct outbound calls for status updates, appointment reminders, outreach campaigns, document requests, and follow-up activities.
• Explain program eligibility, application processes, documentation requirements, case status, and next steps.
• Guide applicants through the application process and maintain continuous communication throughout the life of the case.
• Provide monthly status updates to active applicants when required.
• Receive, document, and resolve or escalate applicant complaints.
• Receive and document warranty inquiries and coordinate follow-up with the appropriate program staff.
• Provide information regarding reconsiderations, Reasonable Accommodation Requests (RAR), Optional Relocation Assistance (ORA), and other program services.
• Document all applicant interactions accurately in the designated case management system.
• Protect Personally Identifiable Information (PII) and maintain confidentiality.
• Participate in outreach campaigns and mass communications as directed.
• Meet customer service, productivity, quality assurance, attendance, and documentation standards.
• Participate in required meetings, coaching sessions, and training.
• Perform other duties as assigned.

Required Qualifications:

• High school diploma or equivalent required.
• One (1) year or more of customer service or call center experience.
• Excellent verbal and written communication skills in both English and Spanish.
• Strong computer proficiency, including Microsoft Office applications and data entry.
• Ability to multitask and perform effectively in a fast-paced, metrics-driven environment.
• Strong organizational, interpersonal, and problem-solving skills.

Preferred Qualifications:

• Experience supporting government-funded, disaster recovery, housing, infrastructure, community development, or environmental programs.

Physical Requirements: 

• All candidates must be in Puerto Rico to be considered for the position.

Work Environment / Environmental Factors: 

Work is primarily performed in an office/call center environment requiring prolonged sitting, computer use, telephone communication, and occasional lifting up to 20 pounds.

Compensation: 

The hourly rate for this position is $15 - $17 per hour (depending on experience). The base salary rate represents the low and high end of the compensation scale for this role. Actual rate will be determined based on location, experience, responsibilities, and qualifications.

Additional Information:

• Employment Type: Full-time
• Work Schedule: Monday-Friday, 8AM-5PM (no expected overtime)
• Travel Requirements: None
• Work Location: Ponce, Puerto Rico