Customer Support Representative - escalations (remote)

Rivermark Drift Civic Services works with county and city offices around Columbus, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 96 people, working mostly from home. 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. • Resolve billing and account issues, including case files, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 case files. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Columbus. • We will tell you what to expect at each step of the hiring process.