Customer Support Representative - phone and chat support (remote)

Rivermark Fern Telecom Group is a telecommunications provider in Cleveland focused on reliable home and business connections, and we need a Customer Support Representative to lead our phone and chat support. We keep people connected and take outages personally. What you will do • Resolve billing and account issues, including field visits, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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. 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 field visits. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, spread across three days. • Remote-friendly, with an occasional day on site in Cleveland. • Applications are reviewed on a rolling basis.