Senior Customer Support Representative - escalations (remote)

Nova River Water Authority is looking for a Senior Customer Support Representative. The job centres on escalations for water quality, and it would suit someone who likes steady, practical work. You would join a small organisation of about 16 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • 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. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with water quality. Working arrangement • Part-time, about 16 hours a week, mornings. • Fully remote, with an occasional day on site in Milwaukee. • We will tell you what to expect at each step of the hiring process.