Customer Support Representative - escalations (Nashville, TN)

Silverline Wilder Property Management is a Nashville property manager with leasing, maintenance and resident services, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 79 people based in Nashville. 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. • Resolve billing and account issues, including maintenance requests, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with maintenance requests. Working arrangement • Full-time, Monday to Friday. • On site in Nashville, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.