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

Lumen Ashton Civic Services Group is looking for a Senior Customer Support Representative. The job centres on phone and chat support for case files, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including case files, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 case files. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Boise. • Applications are reviewed on a rolling basis.