Customer Support Representative - phone and chat support (remote)

Harborlight Quill Civic Services provides shared administrative services to local governments around Charlotte, 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 • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including budget submissions, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 • Experience with budget submissions. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Charlotte. • Applications are reviewed on a rolling basis.