Senior Customer Support Representative - escalations (remote)

Westbrook Quill Civic Services is looking for a Senior Customer Support Representative. The job centres on escalations for constituent requests, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including constituent requests, 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with constituent requests. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in Orlando. • We reply to every applicant.