Customer Support Representative - escalations (remote)

We are growing our team at Fernwood Willow Property Management and adding a Customer Support Representative whose main responsibility will be escalations. We are flexible about schedules. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including vendor invoices, on the first contact when possible. • Escalate complex cases with all details attached. 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 vendor invoices. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Remote-friendly, with quarterly visits in Albuquerque. • Applications are reviewed on a rolling basis.