Senior Customer Support Representative - escalations (Tucson, AZ)

Bright Drift Civic Services supports public agencies in Tucson with budgeting, records and programmes. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including budget submissions, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 budget submissions. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, afternoons. • On site in Tucson. • Applications are reviewed on a rolling basis.