Customer Support Representative - escalations (remote)

Fernwood Cobalt Property Management Group is a Cincinnati property manager with leasing, maintenance and resident services, 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 • 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. • Resolve billing and account issues, including unit turnovers, on the first contact when possible. • 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 unit turnovers. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Cincinnati. • We will tell you what to expect at each step of the hiring process.