Customer Support Representative - escalations (Philadelphia, PA)

Bluepeak Basin Civic Services works with county and city offices around Philadelphia, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 13 people based in Philadelphia. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including budget submissions, 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. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with budget submissions. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Philadelphia, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.