Customer Support Representative - escalations (Richmond, VA)

Foxglove Beacon Water Authority supplies drinking water and treats wastewater for Richmond and nearby communities. We are hiring a Customer Support Representative to take on escalations. Safety and public health guide our decisions. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including pipe repairs, 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 • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with pipe repairs. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Richmond. • We reply to every applicant.