Senior Customer Support Representative - escalations (Seattle, WA)

Rivermark Fern Telecom provides broadband and phone service around Seattle, and we need a Senior Customer Support Representative to lead our escalations. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with billing accounts. Working arrangement • Full-time, Monday to Friday. • On site in Seattle, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.