Customer Support Representative - phone and chat support (Grand Rapids, MI)

Cedar Union Civic Services provides shared administrative services to local governments around Grand Rapids, 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 • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including constituent requests, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with constituent requests. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.