Customer Support Representative - escalations (Baltimore, MD)

Amberfield Linden Facilities cleans and maintains buildings for schools, offices and hospitals around Baltimore, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 162 people based in Baltimore. What you will do • Resolve billing and account issues, including work orders, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with work orders. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Baltimore. • We reply to every applicant.