Customer Support Representative - escalations (remote)

We are growing our team at Lumen Vista Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 13 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 billing accounts. Working arrangement • Contract for four months, with clear deliverables from the first week. • Remote-friendly, with a monthly team day in El Paso. • We reply to every applicant.