Customer Support Representative - billing questions (remote)

Fernwood Nest Water Authority is a public water utility serving the Chicago area. We are hiring a Customer Support Representative to take on billing questions. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Chicago. • We will tell you what to expect at each step of the hiring process.