Customer Support Representative - escalations (remote)

We are growing our team at Harborlight Beacon Housing and adding a Customer Support Representative whose main responsibility will be escalations. Housing is our mission and residents are our neighbours. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including resident services, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. 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 • Experience with resident services. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Honolulu. • Applications are reviewed on a rolling basis.