Customer Support Representative - escalations (Boston, MA)

We are growing our team at Northwind Loom Property Management and adding a Customer Support Representative whose main responsibility will be escalations. Maintenance and leasing staff share information every day. What you will do • Resolve billing and account issues, including resident events, on the first contact when possible. • 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. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with resident events. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in Boston, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.