Customer Support Representative - escalations (remote)

We are growing our team at Harborlight Cross Civic Services and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 187 people, working mostly from home. What you will do • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including permits, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with permits. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with a monthly team day in Jacksonville. • Applications are reviewed on a rolling basis.