Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Nest Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including capital projects, 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. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with capital projects. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Fully remote, with a monthly team day in Knoxville. • Applications are reviewed on a rolling basis.