Customer Support Representative - phone and chat support (Oakland, CA)

We are growing our team at Lumen Beacon Housing Group and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 60 people based in Oakland. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including maintenance stores, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with maintenance stores. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • On site in Oakland, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.