Customer Support Representative - escalations (San Antonio, TX)

Fernwood Quill Facilities looks after properties across the San Antonio region, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in San Antonio. What you will do • 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including work orders, 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 work orders. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in San Antonio, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.