Customer Support Representative - escalations (Detroit, MI)

Fernwood Umber Legal Group is a Detroit practice with attorneys, paralegals and client-service staff. We are hiring a Customer Support Representative to take on escalations. We are a close group and share the work. 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 client files, 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 • Experience with client files. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in Detroit. • We will tell you what to expect at each step of the hiring process.