Customer Support Representative - escalations (Jacksonville, FL)

Westbrook Quill Civic Services works with county and city offices around Jacksonville, 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 • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including constituent requests, 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 • Bilingual English and Spanish. • Experience with constituent requests. Working arrangement • Full-time, Monday to Friday. • On site in Jacksonville. • We reply to every applicant.