Customer Support Representative - escalations (remote)

Highbridge Juniper Facilities looks after properties across the Richmond region, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 131 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including safety inspections, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with safety inspections. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Fully remote, with quarterly visits in Richmond. • We reply to every applicant.