Customer Support Representative - escalations (Fort Worth, TX)

Harborlight Quill Facilities cleans and maintains buildings for schools, offices and hospitals around Fort Worth, and we need a Customer Support Representative to lead our escalations. Bilingual teams are common. What you will do • Escalate complex cases with all details attached. • 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 customer sites, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 customer sites. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Fort Worth, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.