Customer Support Representative - escalations (Knoxville, TN)

We are growing our team at Harborlight Rook Financial and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people based in Knoxville. What you will do • Share recurring problems with the team so they can be fixed. • 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 payment disputes, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with payment disputes. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Knoxville. • We reply to every applicant.