Customer Support Representative - escalations (remote)

We are growing our team at Bluepeak Lantern Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 903 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including capital projects, on the first contact when possible. • Escalate complex cases with all details attached. 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 capital projects. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Louisville. • Applications are reviewed on a rolling basis.