Customer Support Representative - phone and chat support (remote)

Westbrook Kestrel Housing manages affordable housing communities across Buffalo. We are hiring a Customer Support Representative to take on phone and chat support. You would join a small organisation of about 143 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including repair requests, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with repair requests. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Buffalo. • We reply to every applicant.