Customer Support Representative - escalations (Richmond, VA)

Cedar Orchard Energy Group delivers power and gas plans across the Richmond region. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 • Experience with hardship programmes. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.