Customer Support Representative - phone and chat support (remote)

Harborlight Ember Property Management looks after rental homes across the Cincinnati area, and we need a Customer Support Representative to lead our phone and chat support. Residents are neighbours, not numbers. What you will do • 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 resident events, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with resident events. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in Cincinnati. • We will tell you what to expect at each step of the hiring process.