Customer Support Representative - escalations (Knoxville, TN)

We are growing our team at Rivermark Lakeside Facilities Group and adding a Customer Support Representative whose main responsibility will be escalations. Bilingual teams are common. What you will do • Resolve billing and account issues, including customer sites, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • 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. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with customer sites. Working arrangement • Full-time, with a steady weekday schedule. • On site in Knoxville, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.