Customer Support Representative - escalations (remote)

Ironwood River Housing is a nonprofit housing provider in Phoenix. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 42 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including maintenance stores, on the first contact when possible. • Escalate complex cases with all details attached. 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 maintenance stores. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with a monthly team day in Phoenix. • We will tell you what to expect at each step of the hiring process.