Senior Customer Support Representative - new-customer onboarding (Austin, TX)

Ironwood Rowan Civic Services Group works with county and city offices around Austin. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would join a large organisation of more than 1,000 people based in Austin. 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including case files, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with case files. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Austin, with some flexibility after the first few months. • We reply to every applicant.