Senior Customer Support Representative - escalations (remote)

Lumen Oak Civic Services works with county and city offices around Charlotte. We are hiring a Senior Customer Support Representative to take on escalations. Public service means patience, paperwork and pride in the outcome. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including procurement, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with procurement. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Charlotte. • We reply to every applicant.