Customer Support Representative - escalations (remote)

Northwind Loom Property Management looks after rental homes across the Portland area, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including maintenance requests, on the first contact when possible. • 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. • Answer questions by phone, email and chat in a friendly and clear way. 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 maintenance requests. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Portland. • Applications are reviewed on a rolling basis.