Customer Support Representative - escalations (remote)

Nova Wren Legal Group is a Tulsa practice with attorneys, paralegals and client-service staff, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including billing records, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with billing records. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Tulsa. • We will tell you what to expect at each step of the hiring process.