Customer Support Representative - escalations (remote)

Stonegate Sparrow Hospitality runs guest-focused properties across the Rochester area. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 168 people, working mostly from home. What you will do • Resolve billing and account issues, including supplier orders, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with supplier orders. Working arrangement • Part-time, about 24 hours a week, with flexible days. • Fully remote, with quarterly visits in Rochester. • We will tell you what to expect at each step of the hiring process.