Customer Support Representative - escalations (remote)

We are growing our team at Nova Summit Property Management Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 26 people, working mostly from home. What you will do • Resolve billing and account issues, including maintenance requests, on the first contact when possible. • 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. • 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 maintenance requests. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Cincinnati. • We reply to every applicant.