Customer Support Representative - escalations (Buffalo, NY)

We are growing our team at Redstone Ember Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. Safety and public health guide our decisions. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including treatment plant data, 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. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with treatment plant data. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Buffalo, with some flexibility after the first few months. • We reply to every applicant.