Customer Support Representative - escalations (remote)

Foxglove Willow Property Management looks after rental homes across the Chicago area, and we need a Customer Support Representative to lead our escalations. Residents are neighbours, not numbers. What you will do • Resolve billing and account issues, including maintenance requests, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with maintenance requests. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Chicago. • We will tell you what to expect at each step of the hiring process.