Customer Support Representative - escalations (remote)

We are growing our team at Summit Field Housing and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • 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. • Resolve billing and account issues, including waiting lists, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 waiting lists. Working arrangement • Contract for four months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Omaha. • We will tell you what to expect at each step of the hiring process.