Customer Support Representative - escalations (remote)

Westbrook Ember Housing provides affordable homes and support services around Fort Worth, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including repair requests, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with repair requests. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Fully remote, with a monthly team day in Fort Worth. • Applications are reviewed on a rolling basis.