Customer Support Representative - escalations (remote)

Harborlight Beacon Housing manages affordable housing communities across Kansas City, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 118 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • 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. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with maintenance stores. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Kansas City. • We will tell you what to expect at each step of the hiring process.