Senior Customer Support Representative - phone and chat support (Rochester, NY)

Rivermark Umber Civic Services 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. We follow procedures carefully and explain them clearly. What you will do • Escalate complex cases with all details attached. • 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. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with case files. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Rochester, with some flexibility after the first few months. • We reply to every applicant.