Customer Support Representative - escalations (remote)

We are growing our team at Nova Bridge Energy and adding a Customer Support Representative whose main responsibility will be escalations. We work closely with regulators and communities. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including hardship programmes, 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. 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 • Bilingual English and Spanish. • Experience with hardship programmes. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with a monthly team day in Virginia Beach. • Applications are reviewed on a rolling basis.