Customer Support Representative - escalations (remote)

Nova Kestrel Property Management is a Dallas property manager with leasing, maintenance and resident services. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 52 people, working mostly from home. What you will do • 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. • Resolve billing and account issues, including resident events, on the first contact when possible. 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 • Experience with resident events. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Dallas. • We will tell you what to expect at each step of the hiring process.