Senior Customer Support Representative - phone and chat support (remote)

Ironwood Junction Water Authority operates treatment plants and pipelines around Baltimore, and we need a Senior Customer Support Representative to lead our phone and chat support. Our work is invisible when it goes well, and we are proud of that. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including pipe repairs, on the first contact when possible. • 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 • Bilingual English and Spanish. • Experience with pipe repairs. Working arrangement • Part-time, about 20 hours a week, with flexible days. • Fully remote, with quarterly visits in Baltimore. • Applications are reviewed on a rolling basis.