Customer Support Representative - escalations (Austin, TX)

Fernwood Pine Housing provides affordable homes and support services around Austin, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 185 people based in Austin. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including maintenance stores, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • 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 maintenance stores. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Austin. • We reply to every applicant.