Customer Support Representative - escalations (Charlotte, NC)

We are growing our team at Nova Vale Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 288 people based in Charlotte. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including pipe repairs, on the first contact when possible. • 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. 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 • Bilingual English and Spanish. • Experience with pipe repairs. Working arrangement • Full-time, Monday to Friday. • On site in Charlotte, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.