Senior Customer Support Representative - phone and chat support (remote)

We are growing our team at Silverline Fern Arts Center and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including volunteer programmes, 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 • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with volunteer programmes. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Remote-friendly, with a monthly team day in Fort Worth. • Applications are reviewed on a rolling basis.