Customer Support Representative - escalations (Oakland, CA)

Harborlight Rowan Facilities Group cleans and maintains buildings for schools, offices and hospitals around Oakland. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 66 people based in Oakland. What you will do • Resolve billing and account issues, including cleaning schedules, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with cleaning schedules. Working arrangement • Full-time, Monday to Friday. • On site in Oakland, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.