Senior Customer Support Representative - billing questions (Oakland, CA)

We are growing our team at Fernwood Union Telecom and adding a Senior Customer Support Representative whose main responsibility will be billing questions. We keep people connected and take outages personally. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including customer tickets, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in Oakland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.