Senior Customer Support Representative - phone and chat support (Jacksonville, FL)

Rivermark Lakeside Telecom is a telecommunications provider in Jacksonville focused on reliable home and business connections. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 87 people based in Jacksonville. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tickets, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Full-time, on a regular day shift. • On site in Jacksonville. • We will tell you what to expect at each step of the hiring process.