Customer Support Representative - escalations (remote)

Bright Keystone Facilities Group is a facilities company in Dallas with crews on day and night shifts. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 30 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including cleaning schedules, on the first contact when possible. • Escalate complex cases with all details attached. 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 cleaning schedules. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Dallas. • We will tell you what to expect at each step of the hiring process.