Customer Support Representative - escalations (Philadelphia, PA)

Stonegate Linden Civic Services supports public agencies in Philadelphia with budgeting, records and programmes. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 263 people based in Philadelphia. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including permits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with permits. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Philadelphia, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.