Senior Customer Support Representative - billing questions (remote)

Summit Mill Civic Services provides shared administrative services to local governments around Baltimore, and we need a Senior Customer Support Representative to lead our billing questions. We follow procedures carefully and explain them clearly. What you will do • Resolve billing and account issues, including constituent requests, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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. 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 constituent requests. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Baltimore. • Applications are reviewed on a rolling basis.