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

Cedar Cross Civic Services Partners works with county and city offices around Grand Rapids, and we need a Senior Customer Support Representative to lead our billing questions. You would join a small organisation of about 11 people based in Grand Rapids. What you will do • Resolve billing and account issues, including public records, on the first contact when possible. • 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. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with public records. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.