Customer Support Representative - escalations (remote)

Silverline Keystone Energy is an energy provider in Wichita focused on reliable service and fair billing. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with hardship programmes. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Fully remote, with a monthly team day in Wichita. • We reply to every applicant.