Customer Support Representative - escalations (remote)

Amberfield Cedar Hospitality Associates is a hospitality company in Madison with restaurants, rooms and catering. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 732 people, working mostly from home. What you will do • Resolve billing and account issues, including reviews and feedback, on the first contact when possible. • 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. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with reviews and feedback. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with an occasional day on site in Madison. • Applications are reviewed on a rolling basis.