Senior Customer Support Representative - escalations (remote)

Northwind Union Legal Group is a Cleveland practice with attorneys, paralegals and client-service staff. We are hiring a Senior Customer Support Representative to take on escalations. Confidentiality and accuracy are taken very seriously. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including intake forms, 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. • Document every interaction and follow up when you promise to. 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 intake forms. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Cleveland. • We will tell you what to expect at each step of the hiring process.