Customer Support Representative - escalations (Louisville, KY)

Harborlight Fern Telecom Group provides broadband and phone service around Louisville. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 707 people based in Louisville. What you will do • 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing accounts, on the first contact when possible. 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 • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Louisville. • We reply to every applicant.