Senior Customer Support Representative - escalations (Grand Rapids, MI)

Lumen West Legal Group is looking for a Senior Customer Support Representative. The job centres on escalations for intake forms, and it would suit someone who likes steady, practical work. 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. • Resolve billing and account issues, including intake forms, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with intake forms. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.