Customer Support Representative - escalations (Omaha, NE)

Silverline Hollow Civic Services supports public agencies in Omaha with budgeting, records and programmes, and we need a Customer Support Representative to lead our escalations. We follow procedures carefully and explain them clearly. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including public records, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 public records. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Omaha. • We reply to every applicant.