Customer Support Representative - escalations (Memphis, TN)

Northwind Drift Civic Services supports public agencies in Memphis with budgeting, records and programmes, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 15 people based in Memphis. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including procurement, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with procurement. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • On site in Memphis, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.