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

Fernwood Yarrow Civic Services provides shared administrative services to local governments around Jackson. We are hiring a Senior Customer Support Representative to take on phone and chat support. We follow procedures carefully and explain them clearly. What you will do • 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. • Resolve billing and account issues, including permits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with permits. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Jackson. • Applications are reviewed on a rolling basis.