Customer Support Representative - escalations (remote)

We are growing our team at Nova Harbor Civic Services and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 20 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including constituent requests, 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. • Share recurring problems with the team so they can be fixed. 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 constituent requests. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Fresno. • Applications are reviewed on a rolling basis.