Customer Support Representative - phone and chat support (Rochester, NY)

We are growing our team at Lumen Cross Legal Group and adding a Customer Support Representative whose main responsibility will be phone and chat support. People here care about clients, not just cases. What you will do • Resolve billing and account issues, including billing records, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 billing records. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Rochester, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.