Senior Customer Support Representative - phone and chat support (Charlotte, NC)

Westbrook Forge Civic Services is looking for a Senior Customer Support Representative. The job centres on phone and chat support for permits, and it would suit someone who likes steady, practical work. You would join a large organisation of about 507 people based in Charlotte. What you will do • 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 permits, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 permits. Working arrangement • Full-time, with a steady weekday schedule. • On site in Charlotte. • We will tell you what to expect at each step of the hiring process.