Customer Support Representative - escalations (remote)

Fernwood Drift Civic Services supports public agencies in Madison with budgeting, records and programmes. We are hiring a Customer Support Representative to take on escalations. Benefits and stability attract long tenure. What you will do • Resolve billing and account issues, including case files, 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with case files. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Madison. • Applications are reviewed on a rolling basis.