Customer Support Representative - escalations (Phoenix, AZ)

We are growing our team at Westbrook Timber Property Management and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 17 people based in Phoenix. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including resident events, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with resident events. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Phoenix, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.