Customer Support Representative - escalations (Baltimore, MD)

We are growing our team at Rivermark Ivory Civic Services and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including case files, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with case files. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.