Senior Customer Support Representative - escalations (Fort Worth, TX)

Nova Vista Water Authority supplies drinking water and treats wastewater for Fort Worth and nearby communities. We are hiring a Senior Customer Support Representative to take on escalations. Crews and office staff work closely together. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Fort Worth, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.