Customer Support Representative - escalations (remote)

Clearpath Rowan Civic Services provides shared administrative services to local governments around Rochester, 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 • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including procurement, 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. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with procurement. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Remote-friendly, with a monthly team day in Rochester. • Applications are reviewed on a rolling basis.