Senior Customer Support Representative - phone and chat support (Pittsburgh, PA)

Fernwood Oak Legal Group is a law firm in Pittsburgh serving businesses and individuals, and we need a Senior Customer Support Representative to lead our phone and chat support. We are a close group and share the work. What you will do • Resolve billing and account issues, including intake forms, on the first contact when possible. • 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. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with intake forms. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Pittsburgh. • We reply to every applicant.