Customer Support Representative - escalations (remote)

Nova Umber Inspection Services Associates provides independent inspection and testing for industry across Cleveland, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 31 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including certifications, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with certifications. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Cleveland. • We reply to every applicant.