Senior Customer Support Representative - escalations (remote)

Silverline Rowan Civic Services supports public agencies in Columbus with budgeting, records and programmes, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including constituent requests, 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 • 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 constituent requests. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Columbus. • We will tell you what to expect at each step of the hiring process.