Customer Support Representative - escalations (Buffalo, NY)

We are growing our team at Lumen Rook Financial and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 15 people based in Buffalo. 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. • Resolve billing and account issues, including regulatory reports, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with regulatory reports. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in Buffalo, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.