Senior Customer Support Representative - new-customer onboarding (Charlotte, NC)

Northwind Umber Legal Group is a Charlotte practice with attorneys, paralegals and client-service staff. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including trust accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • 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 • 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 trust accounts. Working arrangement • Full-time, on a regular day shift. • On site in Charlotte, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.