Customer Support Representative - escalations (remote)

Summit Basin Legal Group is a Virginia Beach practice with attorneys, paralegals and client-service staff, and we need a Customer Support Representative to lead our escalations. Confidentiality and accuracy are taken very seriously. What you will do • Resolve billing and account issues, including billing records, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 billing records. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Fully remote, with quarterly visits in Virginia Beach. • Applications are reviewed on a rolling basis.