Customer Support Representative - escalations (Richmond, VA)

We are growing our team at Silverline Rowan Arts Center and adding a Customer Support Representative whose main responsibility will be escalations. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including school partnerships, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with school partnerships. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in Richmond, with some flexibility after the first few months. • We reply to every applicant.