Customer Support Representative - escalations (remote)

Northwind Lakeside Energy delivers power and gas plans across the Milwaukee region, 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 • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with hardship programmes. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Milwaukee. • We reply to every applicant.