Senior Customer Support Representative - phone and chat support (Baltimore, MD)

We are growing our team at Amberfield Sable Water Authority and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. Crews and office staff work closely together. 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. • Resolve billing and account issues, including capital projects, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 capital projects. Working arrangement • Full-time, Monday to Friday. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.