Customer Support Representative - escalations (remote)

Lumen Amber Auto Group operates automotive service and parts businesses around Madison. We are hiring a Customer Support Representative to take on escalations. Customers come back because we explain what they need and what they do not. What you will do • Resolve billing and account issues, including service appointments, 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. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with service appointments. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Madison. • We will tell you what to expect at each step of the hiring process.