Customer Support Representative - escalations (Grand Rapids, MI)

Ironwood Meadow Water Authority operates treatment plants and pipelines around Grand Rapids. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 229 people based in Grand Rapids. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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. • 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 billing accounts. Working arrangement • Full-time, on a regular day shift. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.