Senior Customer Support Representative - billing questions (Grand Rapids, MI)

Lumen Union Civic Services provides shared administrative services to local governments around Grand Rapids. We are hiring a Senior Customer Support Representative to take on billing questions. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including case files, on the first contact when possible. • Escalate complex cases with all details attached. • 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. 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 • Bilingual English and Spanish. • Experience with case files. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.