Customer Support Representative - escalations (remote)

We are growing our team at Silverline Kestrel Property Management and adding a Customer Support Representative whose main responsibility will be escalations. Residents are neighbours, not numbers. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including rent collection, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 rent collection. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Cincinnati. • We will tell you what to expect at each step of the hiring process.