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

Ironwood Quill Telecom builds and runs fibre and wireless networks in the Fort Worth area. 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 • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Fort Worth. • Applications are reviewed on a rolling basis.