Customer Support Representative - escalations (remote)

Redstone Wren Civic Services supports public agencies in Milwaukee with budgeting, records and programmes, 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. • Resolve billing and account issues, including budget submissions, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with budget submissions. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Milwaukee. • We reply to every applicant.