Senior Customer Support Representative - escalations (Fort Worth, TX)

We are growing our team at Silverline Fern Arts Center and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people based in Fort Worth. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including event logistics, 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. 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 • Experience with event logistics. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Fort Worth, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.