Customer Support Representative - phone and chat support (remote)

Redstone Birch Legal Group is a Pittsburgh practice with attorneys, paralegals and client-service staff, 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 • 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. • Resolve billing and account issues, including trust accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with trust accounts. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in Pittsburgh. • We will tell you what to expect at each step of the hiring process.