Customer Support Representative - phone and chat support (Cleveland, OH)

Nova Linden Civic Services supports public agencies in Cleveland with budgeting, records and programmes, and we need a Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including case files, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 • Full-time, Monday to Friday. • On site in Cleveland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.