Senior Customer Support Representative - escalations (Austin, TX)

Silverline Wren Energy is an energy provider in Austin focused on reliable service and fair billing, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 34 people based in Austin. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including billing disputes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 billing disputes. Working arrangement • Full-time, on a regular day shift. • On site in Austin. • Applications are reviewed on a rolling basis.