Customer Support Representative - escalations (remote)

We are growing our team at Lumen Union Civic Services Group and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including constituent requests, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with constituent requests. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Madison. • We will tell you what to expect at each step of the hiring process.