Customer Support Representative - escalations (Las Vegas, NV)

Fernwood Drift Facilities cleans and maintains buildings for schools, offices and hospitals around Las Vegas, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 54 people based in Las Vegas. What you will do • Resolve billing and account issues, including work orders, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 work orders. Working arrangement • Full-time, with a steady weekday schedule. • On site in Las Vegas. • Applications are reviewed on a rolling basis.