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

Fernwood Basin Civic Services provides shared administrative services to local governments around Jacksonville, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including constituent requests, on the first contact when possible. • 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. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with constituent requests. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with an occasional day on site in Jacksonville. • We reply to every applicant.