Customer Support Representative - escalations (San Antonio, TX)

We are growing our team at Harborlight Fern Hospitality and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 180 people based in San Antonio. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including housekeeping schedules, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with housekeeping schedules. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in San Antonio, with some flexibility after the first few months. • We reply to every applicant.