Senior Customer Support Representative - escalations (remote)

We are growing our team at Silverline Drift Civic Services Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 21 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including budget submissions, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with budget submissions. Working arrangement • Contract for three months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Rochester. • We reply to every applicant.