Customer Support Representative - escalations (remote)

Fernwood Hollow Energy is looking for a Customer Support Representative. The job centres on escalations for usage data, and it would suit someone who likes steady, practical work. You would join a small organisation of about 129 people, working mostly from home. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including usage data, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with usage data. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • Remote-friendly, with quarterly visits in Providence. • We will tell you what to expect at each step of the hiring process.