Senior Customer Support Representative - escalations (Philadelphia, PA)

Lumen Thistle Water Authority Group supplies drinking water and treats wastewater for Philadelphia 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 • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including pipe repairs, on the first contact when possible. 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 pipe repairs. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.