Senior Customer Support Representative - escalations (remote)

Northwind Drift Civic Services works with county and city offices around Memphis, and we need a Senior Customer Support Representative to lead our escalations. Benefits and stability attract long tenure. What you will do • Resolve billing and account issues, including public records, on the first contact when possible. • 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. • Share recurring problems with the team so they can be fixed. 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 public records. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Memphis. • We will tell you what to expect at each step of the hiring process.