Senior Customer Support Representative - billing questions (remote)

Fernwood Orchard Telecom is a telecommunications provider in Philadelphia focused on reliable home and business connections. We are hiring a Senior Customer Support Representative to take on billing questions. You would join a small organisation of about 50 people, working mostly from home. What you will do • 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. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with outage reports. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, mornings. • Fully remote, with quarterly visits in Philadelphia. • We will tell you what to expect at each step of the hiring process.