Customer Support Representative - escalations (remote)

Summit Stone Energy supplies electricity and gas to homes and businesses around Providence. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 104 people, working mostly from home. What you will do • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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. 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 • Experience with hardship programmes. • Bilingual English and Spanish. Working arrangement • Contract for three months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Providence. • We reply to every applicant.