Customer Support Representative - escalations (Miami, FL)

Ironwood Loom Water Authority is a public water utility serving the Miami area. We are hiring a Customer Support Representative to take on escalations. Our work is invisible when it goes well, and we are proud of that. 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. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with treatment plant data. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Miami. • We will tell you what to expect at each step of the hiring process.