Customer Support Representative - escalations (remote)

Clearpath Oak Civic Services supports public agencies in Sacramento with budgeting, records and programmes, and we need a Customer Support Representative to lead our escalations. We follow procedures carefully and explain them clearly. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including constituent requests, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Experience with constituent requests. • Bilingual English and Spanish. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Sacramento. • We will tell you what to expect at each step of the hiring process.