Senior Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Amberfield Yarrow Civic Services Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. Public service means patience, paperwork and pride in the outcome. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including budget submissions, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with budget submissions. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • On site in Oakland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.