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

Ironwood Field Water Authority supplies drinking water and treats wastewater for Knoxville and nearby communities, and we need a Senior Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including pipe repairs, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with pipe repairs. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Knoxville. • We will tell you what to expect at each step of the hiring process.