Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Summit Granite Water Authority and adding a Customer Support Representative whose main responsibility will be escalations. Safety and public health guide our decisions. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including treatment plant data, on the first contact when possible. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with treatment plant data. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in San Jose, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.