Customer Support Representative - escalations (remote)

Northwind Pine Housing is looking for a Customer Support Representative. The job centres on escalations for waiting lists, and it would suit someone who likes steady, practical work. Housing is our mission and residents are our neighbours. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including waiting lists, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 waiting lists. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Baltimore. • Applications are reviewed on a rolling basis.