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

Highbridge Basin Civic Services works with county and city offices around Kansas City, and we need a Senior Customer Support Representative to lead our escalations. We follow procedures carefully and explain them clearly. What you will do • 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. • Resolve billing and account issues, including budget submissions, on the first contact when possible. 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 budget submissions. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Kansas City. • Applications are reviewed on a rolling basis.