Customer Support Representative - escalations (remote)

We are growing our team at Lumen Union Civic Services Partners and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Resolve billing and account issues, including permits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • 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. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with permits. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with a monthly team day in Little Rock. • Applications are reviewed on a rolling basis.