Customer Support Representative - escalations (Chicago, IL)

Westbrook Rowan Legal Group provides legal services in Chicago across employment, housing and small-business law, and we need a Customer Support Representative to lead our escalations. We are a close group and share the work. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including client files, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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 client files. Working arrangement • Full-time, with a steady weekday schedule. • On site in Chicago, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.