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

We are growing our team at Harborlight Quill Civic Services and adding a Senior Customer Support Representative whose main responsibility will be billing questions. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including permits, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with permits. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Grand Rapids. • We reply to every applicant.