Customer Support Representative - phone and chat support (remote)

Ironwood Quill Civic Services supports public agencies in Madison with budgeting, records and programmes, 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. • Resolve billing and account issues, including permits, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with permits. Working arrangement • Part-time, about 28 hours a week, mornings. • Fully remote, with quarterly visits in Madison. • We reply to every applicant.