Customer Support Representative - escalations (remote)

Highbridge Basin Legal Group is looking for a Customer Support Representative. The job centres on escalations for client files, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including client files, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with client files. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Jacksonville. • We will tell you what to expect at each step of the hiring process.