Senior Customer Support Representative - escalations (Buffalo, NY)

Lumen Wren Legal Group is a Buffalo practice with attorneys, paralegals and client-service staff. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including intake forms, on the first contact when possible. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with intake forms. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Buffalo. • We will tell you what to expect at each step of the hiring process.