Senior Customer Support Representative - escalations (Austin, TX)

Amberfield Meridian Civic Services provides shared administrative services to local governments around Austin, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including procurement, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with procurement. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Austin. • We will tell you what to expect at each step of the hiring process.