Customer Support Representative - escalations (Philadelphia, PA)

Stonegate Union Hospitality runs guest-focused properties across the Philadelphia area, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Philadelphia. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including supplier orders, 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 supplier orders. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.