Senior Customer Support Representative - escalations (San Jose, CA)

Clearpath Yarrow Civic Services supports public agencies in San Jose with budgeting, records and programmes. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 109 people based in San Jose. What you will do • Resolve billing and account issues, including procurement, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with procurement. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in San Jose. • We will tell you what to expect at each step of the hiring process.