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

Westbrook Cross Civic Services provides shared administrative services to local governments around Orlando, and we need a Senior Customer Support Representative to lead our phone and chat support. We follow procedures carefully and explain them clearly. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including constituent requests, on the first contact when possible. • Escalate complex cases with all details attached. • 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 • Bilingual English and Spanish. • Experience with constituent requests. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Orlando. • We reply to every applicant.