Customer Support Representative - phone and chat support (remote)

Rivermark Rowan Civic Services supports public agencies in Detroit with budgeting, records and programmes, and we need a Customer Support Representative to lead our phone and chat support. We follow procedures carefully and explain them clearly. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including public records, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with public records. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Detroit. • Applications are reviewed on a rolling basis.