Senior Customer Support Representative - phone and chat support (Grand Rapids, MI)

Rivermark Yarrow Civic Services provides shared administrative services to local governments around Grand Rapids. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 69 people based in Grand Rapids. What you will do • Resolve billing and account issues, including case files, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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. 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 • Full-time, Monday to Friday. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.