Customer Support Representative - escalations (remote)

We are growing our team at Silverline Ashton Hospitality and adding a Customer Support Representative whose main responsibility will be escalations. We work weekends and holidays and we make it fun. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including group events, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with group events. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Atlanta. • Applications are reviewed on a rolling basis.