Customer Support Representative - billing questions (remote)

Ironwood Fern Civic Services provides shared administrative services to local governments around Austin. We are hiring a Customer Support Representative to take on billing questions. Public service means patience, paperwork and pride in the outcome. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including permits, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with permits. Working arrangement • Contract for six months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Austin. • Applications are reviewed on a rolling basis.