Senior Customer Support Representative - escalations (Kansas City, MO)

Fernwood Ashton Arts Center is a cultural organisation in Kansas City presenting exhibitions and performances, 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 • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including school partnerships, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with school partnerships. Working arrangement • Full-time, with a steady weekday schedule. • On site in Kansas City, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.