Senior Customer Support Representative - escalations (Philadelphia, PA)

Rivermark Pine Water Authority is a public water utility serving the Philadelphia area. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of about 284 people based in Philadelphia. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including pipe repairs, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with pipe repairs. Working arrangement • Full-time, on a regular day shift. • On site in Philadelphia. • Applications are reviewed on a rolling basis.