Senior Customer Support Representative - escalations (Philadelphia, PA)

Fernwood Oak Legal Group provides legal services in Philadelphia across employment, housing and small-business law, and we need a Senior Customer Support Representative to lead our escalations. Confidentiality and accuracy are taken very seriously. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including trust accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 trust accounts. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Philadelphia, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.