Customer Support Representative - escalations (Knoxville, TN)

Fernwood Amber Property Management Associates manages apartment communities around Knoxville, and we need a Customer Support Representative to lead our escalations. Residents are neighbours, not numbers. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including rent collection, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with rent collection. Working arrangement • Full-time, Monday to Friday. • On site in Knoxville. • We will tell you what to expect at each step of the hiring process.