Customer Support Representative - phone and chat support (remote)

We are growing our team at Westbrook Ivory Civic Services and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • 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. 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 • Experience with case files. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Albuquerque. • Applications are reviewed on a rolling basis.