Customer Support Representative - phone and chat support (remote)

Westbrook Glen Civic Services provides shared administrative services to local governments around Birmingham, and we need a Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Resolve billing and account issues, including constituent requests, on the first contact when possible. • 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. • Document every interaction and follow up when you promise to. 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 • Full-time, with a steady weekday schedule. • Fully remote, with a monthly team day in Birmingham. • We reply to every applicant.