Senior Customer Support Representative - escalations (Grand Rapids, MI)

Lumen Thistle Water Authority is a public water utility serving the Grand Rapids area. We are hiring a Senior Customer Support Representative to take on escalations. Our work is invisible when it goes well, and we are proud of that. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including water quality, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with water quality. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.