Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Timber Property Management Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 192 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including resident events, on the first contact when possible. 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 resident events. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Fully remote, with quarterly visits in Jacksonville. • Applications are reviewed on a rolling basis.