Customer Support Representative - escalations (remote)

Cedar West Facilities is a facilities company in El Paso with crews on day and night shifts. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. 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 customer sites, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with customer sites. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in El Paso. • We will tell you what to expect at each step of the hiring process.