Senior Customer Support Representative - new-customer onboarding (remote)

We are growing our team at Silverline Umber Civic Services and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. We follow procedures carefully and explain them clearly. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including constituent requests, 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 constituent requests. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Fully remote, with an occasional day on site in El Paso. • We reply to every applicant.