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: 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).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.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.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.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, ...