Customer Support Representative - escalations (remote)

Nova Iron Water Authority is a public water utility serving the Memphis area, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 934 people, working mostly from home. What you will do • Resolve billing and account issues, including pipe repairs, 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. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with pipe repairs. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Memphis. • We will tell you what to expect at each step of the hiring process.