Customer Support Representative - escalations (Birmingham, AL)

Lumen Basin Civic Services Group works with county and city offices around Birmingham. We are hiring a Customer Support Representative to take on escalations. Benefits and stability attract long tenure. What you will do • Resolve billing and account issues, including budget submissions, on the first contact when possible. • 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. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with budget submissions. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Birmingham, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.