Customer Support Representative - escalations (remote)

Lumen Thistle Water Authority Group supplies drinking water and treats wastewater for Hartford and nearby communities, and we need a Customer Support Representative to lead our escalations. Crews and office staff work closely together. What you will do • Resolve billing and account issues, including meter reading, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 • Experience with meter reading. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Hartford. • Applications are reviewed on a rolling basis.