Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Highbridge Thistle Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. Crews and office staff work closely together. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including meter reading, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with meter reading. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Oakland. • We will tell you what to expect at each step of the hiring process.