Customer Support Representative - escalations (Baltimore, MD)

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