Customer Support Representative - escalations (Madison, WI)

We are growing our team at Fernwood Glen Legal Group and adding a Customer Support Representative whose main responsibility will be escalations. People here care about clients, not just cases. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including court deadlines, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with court deadlines. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Madison. • We will tell you what to expect at each step of the hiring process.