Customer Support Representative - escalations (remote)

Fernwood Drift Hospitality operates hotels and event venues around Fresno. We are hiring a Customer Support Representative to take on escalations. Promotion from within is common. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 guest bookings, 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 • Bilingual English and Spanish. • Experience with guest bookings. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Fresno. • We reply to every applicant.