Customer Support Representative - escalations (remote)

We are growing our team at Silverline Bright Housing and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • 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 maintenance stores, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with maintenance stores. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Detroit. • We will tell you what to expect at each step of the hiring process.