Senior Customer Support Representative - escalations (Austin, TX)

Highbridge Maple Water Authority supplies drinking water and treats wastewater for Austin and nearby communities, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 983 people based in Austin. What you will do • 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. • 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. 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 pipe repairs. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Austin. • We reply to every applicant.