Customer Support Representative - escalations (Virginia Beach, VA)

Highbridge Stone Energy is an energy provider in Virginia Beach focused on reliable service and fair billing, and we need a Customer Support Representative to lead our escalations. Reliability is the job, and people here take pride in answering the phone at 3 a.m. when needed. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with hardship programmes. Working arrangement • Full-time, on a regular day shift. • On site in Virginia Beach, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.