Customer Support Representative - phone and chat support (Jacksonville, FL)

Fernwood Vale Housing Group manages affordable housing communities across Jacksonville, and we need a Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including rent assistance, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with rent assistance. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in Jacksonville, with some flexibility after the first few months. • We reply to every applicant.