Senior Customer Support Representative - escalations (Philadelphia, PA)

We are growing our team at Redstone Rowan Legal Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. We are a close group and share the work. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including court deadlines, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with court deadlines. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Philadelphia, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.