Senior Customer Support Representative - escalations (remote)

Ironwood Hollow Civic Services is looking for a Senior Customer Support Representative. The job centres on escalations for procurement, and it would suit someone who likes steady, practical work. 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 procurement, 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. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with procurement. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in Jacksonville. • We reply to every applicant.