Customer Support Representative - escalations (remote)

Amberfield Kestrel Property Management looks after rental homes across the El Paso area, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including rent collection, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with rent collection. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in El Paso. • We reply to every applicant.