Customer Support Representative - escalations (Madison, WI)

Northwind Union Hospitality runs guest-focused properties across the Madison area. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 116 people based in Madison. What you will do • 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including housekeeping schedules, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with housekeeping schedules. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Madison. • We will tell you what to expect at each step of the hiring process.