Customer Support Representative - escalations (Portland, OR)

Fernwood Meridian Civic Services Group supports public agencies in Portland with budgeting, records and programmes, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 741 people based in Portland. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including case files, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with case files. Working arrangement • Full-time, on a regular day shift. • On site in Portland, with some flexibility after the first few months. • We reply to every applicant.