Customer Support Representative - phone and chat support (remote)

We are growing our team at Ironwood Quill Civic Services and adding a Customer Support Representative whose main responsibility will be phone and chat support. Benefits and stability attract long tenure. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including case files, 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. 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 • Bilingual English and Spanish. • Experience with case files. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Detroit. • Applications are reviewed on a rolling basis.