Senior Customer Support Representative - phone and chat support (Kansas City, MO)

Lumen Kestrel Housing is looking for a Senior Customer Support Representative. The job centres on phone and chat support for waiting lists, and it would suit someone who likes steady, practical work. You would join a large organisation of about 885 people based in Kansas City. What you will do • Resolve billing and account issues, including waiting lists, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 waiting lists. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in Kansas City. • Applications are reviewed on a rolling basis.