Customer Support Representative - escalations (Milwaukee, WI)

We are growing our team at Lumen Lakeside Energy and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 421 people based in Milwaukee. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including outage response, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with outage response. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Milwaukee, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.