Senior Customer Support Representative - escalations (Orlando, FL)

Highbridge River Water Authority is a public water utility serving the Orlando area, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including treatment plant data, on the first contact when possible. • Escalate complex cases with all details attached. 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 the possibility of becoming permanent. • On site in Orlando, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.