Customer Support Representative - escalations (remote)

Lumen Kestrel Housing is looking for a Customer Support Representative. The job centres on escalations for resident services, and it would suit someone who likes steady, practical work. Collaboration with local agencies is constant. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including resident services, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. 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 resident services. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Denver. • We reply to every applicant.