Customer Support Representative - new-customer onboarding (remote)

Nova Ember Housing manages affordable housing communities across Cleveland, and we need a Customer Support Representative to lead our new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including maintenance stores, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with maintenance stores. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Remote-friendly, with an occasional day on site in Cleveland. • Applications are reviewed on a rolling basis.