Senior Customer Support Representative - escalations (remote)

Harborlight Union Civic Services provides shared administrative services to local governments around Kansas City, and we need a Senior Customer Support Representative to lead our escalations. We follow procedures carefully and explain them clearly. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including budget submissions, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with budget submissions. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Kansas City. • Applications are reviewed on a rolling basis.