Customer Support Representative - escalations (Baltimore, MD)

Redstone Vista Water Authority is a public water utility serving the Baltimore area, and we need a Customer Support Representative to lead our escalations. Safety and public health guide our decisions. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.