• Own inbound support and make sure the product is delivered well to users. • Respond quickly, solve problems clearly, and ensure every customer gets the right outcome fast. • Handle inbound questions, quality issues, flagged shoots, human edit requests, and account-related problems. • Spot when something is a bug, a churn risk, a sales opportunity, or an onboarding issue, and route it correctly. • Solve what can be solved, escalate what needs escalation, and leave the customer feeling taken care of. • Constantly think about how support can be faster, smarter, and more scalable over time.

• Answer inbound calls with patience, warmth, and genuine care. • Respond to customers through email, SMS, and chat using our easy-to-follow systems. • Make friendly outbound follow-up calls when customers need extra help or reassurance. • Assist with product orders, billing questions, and subscription updates. • Offer thoughtful alternatives when customers consider canceling or returning. • Follow clear procedures to deliver service that makes customers feel truly valued. • Work closely with a supportive team that celebrates wins and communicates openly.

• Assist with operational support requests and administrative tasks. • Monitor team performance and identify trends, concerns, or opportunities for improvement. • Support customer escalations, including handling supervisor calls and complex cases. • Track and report on team KPIs, highlighting trends or performance outliers. • Participate in QA calibrations to maintain consistency in service standards. • Support coaching conversations and skill refreshers for team members. • Mentor new hires after training to help reinforce processes and expectations. • Maintain engagement within remote team environments using tools such as Slack and Zoom. • Lead team huddles or daily stand-ups when the manager is unavailable. • Organize simple team recognition initiatives such as “Wins of the Week” or peer acknowledgements. • Identify patterns in customer feedback and communicate potential process improvements. • Review workflows and flag inefficiencies or bottlenecks. • Perform additional duties as assigned to support team operations.

Short Description Bowman has an opportunity for a Right of Way Agent II/ Customer Outreach Specialist III to join our team remotely and based out of Northern Indiana. At Bowman, we believe in creating opportunities for aspiring people to thrive and achieve ambitious goals. That’s why a career at Bowman is more than a job. It is an opportunity to be part of a diverse and engaged community of professionals, to be treated as a respected and valued member of a motivated team and to be empowered to do exceptional work that advances the best interest of everyone involved. We recognize the importance of creating a work environment that is both rewarding to our employees and supportive of our unwavering commitment to provide unparalleled service to our clients. Purpose Perform all aspects of right-of-way and real estate related activities, negotiating favorable terms to various land and right-of-way related agreements secured on behalf of the company's client, including the acquisition, relinquishment and modification of easements, fee land purchases, permit rights, encroachments resolutions and settlements of damage claims of company's client. Responsibilities Leadership and Direction - Perform work under limited supervision. Receive direction on complex assignments with general guidance on execution. Work is generally reviewed by more senior staff to ensure application of sound techniques and principles. Review work produced by staff for quality assurance. At the Operational and Company Level - Negotiate the acquisition of right-of-way, easements, and other property interests, as necessary on the client’s behalf. - Negotiate property damage settlements and loss claims associated with client’s capital projects. - Regularly and persuasively communicate with challenging landowners to overcome resistance. - Serve as liaison between internal departments, developers, cities, counties, state agencies, etc., in support of right-of-way activities. Do the Work - Identify land ownership from public records. - Research, review, analyze and title; identify defects and outline / recommend curation. - Prepare right-of-way related cost estimates associated with land and right-of-way project acquisition. - Review, prepare, analyze, interpret all land and Right-of-Way related agreements, deeds, easements, leases, permits, and licenses. - Resolve encroachment, damage claims, landowner complaints and inquiries at a minimal cost to client. Success Metrics and Competencies - Ability to work both independently and within a team environment. - Highly motivated and problem-solving attitude. - Strong sense of urgency in responding to constituents. - Effective verbal and written communication skills. - Strong work ethic and commitment to quality. - Strong marketing/business development skills and mindset. - Commitment to promoting the reputation of the company through quality of work. - Effective working relationship with internal leaders and peers, as well as external clients. - Commitment to working in partnership with others inside and outside the organization. - Ability to effectively manage multiple time-sensitive tasks. Qualifications - High School diploma or GED required, commensurate relevant experience considered. - Bachelors, technical, or associate's degree preferred. - Two or more (2+) years of experience working in all aspects of right-of-way acquisition. - Professional real estate license in applicable state or the ability to obtain one within 90 days of hire is required. - Ability to travel up to 50% of the time during busier periods. - Working knowledge of right-of-way and land acquisition and of regulatory and legal issues preferred. - Ability to read and interpret engineering drawings, legal documents relating to real estate and right of way transactions. - Satisfactory driving record as determined by the Company and a current, valid State driver's license. - Proficient in Microsoft Applications, including Outlook, Word, Excel, and PowerPoint. - Familiar with work management tools, and related technologies such as GIS and Google Earth. About Bowman Are you ready to build a career that makes a lasting impact? At Bowman, our people are at the center of everything we do. We’re committed to creating an environment where employees can thrive both personally and professionally, while helping to shape the infrastructure of tomorrow. A career at Bowman means being part of a collaborative, forward-thinking organization where innovation, inclusion, and growth are encouraged at every level. We offer competitive compensation, a supportive work environment, and benefits designed to help our employees succeed. Our comprehensive benefits package includes: - Medical, dental, vision, life, and disability insurance - 401(k) retirement savings plan with company match - Paid time off, sick leave, and paid holidays - Tuition reimbursement and professional development support - Discretionary bonuses and other performance-based incentives - Employee Assistance Program (EAP), wellness initiatives, and employee discounts Eligibility for certain benefits may vary based on position, location, and employment status. Physical Demands and Working Environment - Primarily indoor professional office environment which may include bright/dim light, noise, fumes, odors, and traffic. - Mobility around an office environment. - Frequent and prolonged use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. - Primarily local travel during the business day, although some out-of-the-area and overnight travel may be required according to the needs of the business. - Occasional lifting or carrying up to 20 pounds. - Occasional pushing or pulling up to 20 pounds. - Occasional reaching outward or above shoulder. #LI-SR1 Job Description Disclaimer Note: While this job description is intended to be an accurate reflection of the job requirements, it is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary at any time with or without notice. Bowman is proud to be an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where all employees feel valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here. Bowman has an obligation to provide and maintain a safe, healthy, and productive environment for its employees and clients. We are committed to maintaining a drug and alcohol-free workplace. If you have any questions about the application process, please email recruiting@bowman.com.