Senior Customer Support Representative - escalations (remote)

Foxglove Maple Water Authority supplies drinking water and treats wastewater for Chicago and nearby communities, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 864 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including pipe repairs, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with pipe repairs. • Bilingual English and Spanish. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Chicago. • We reply to every applicant.