Senior Customer Support Representative - billing questions (Philadelphia, PA)

We are growing our team at Fernwood Kestrel Financial and adding a Senior Customer Support Representative whose main responsibility will be billing questions. Trust is the product, so accuracy and clarity matter. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including vendor spend, 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. • Document every interaction and follow up when you promise to. 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 vendor spend. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in Philadelphia. • Applications are reviewed on a rolling basis.