Senior Customer Support Representative - phone and chat support (Grand Rapids, MI)

Ironwood Meadow Water Authority is looking for a Senior Customer Support Representative. The job centres on phone and chat support for water quality, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including water quality, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with water quality. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.