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

Amberfield West Legal Group is a Pittsburgh practice with attorneys, paralegals and client-service staff, and we need a Senior Customer Support Representative to lead our phone and chat support. People here care about clients, not just cases. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including client files, on the first contact when possible. 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 client files. Working arrangement • Part-time, about 28 hours a week, afternoons. • Remote-friendly, with a monthly team day in Pittsburgh. • We reply to every applicant.