Customer Support Representative - escalations (Fort Worth, TX)

Lumen Drift Legal Group is a law firm in Fort Worth serving businesses and individuals, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including trust accounts, on the first contact when possible. 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 trust accounts. Working arrangement • Full-time, with a steady weekday schedule. • On site in Fort Worth. • We will tell you what to expect at each step of the hiring process.