Senior Customer Support Representative - billing questions (remote)

Fernwood Quill Civic Services supports public agencies in Rochester with budgeting, records and programmes, and we need a Senior Customer Support Representative to lead our billing questions. Benefits and stability attract long tenure. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including procurement, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 procurement. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Rochester. • Applications are reviewed on a rolling basis.