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

Amberfield Birch Civic Services works with county and city offices around Cleveland, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Resolve billing and account issues, including constituent requests, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 • 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 constituent requests. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with an occasional day on site in Cleveland. • We reply to every applicant.