Senior Customer Support Representative - billing questions (remote)

Lumen Bridge Energy supplies electricity and gas to homes and businesses around Orlando. We are hiring a Senior Customer Support Representative to take on billing questions. You would join a small organisation of about 159 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • 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 • 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 hardship programmes. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Orlando. • Applications are reviewed on a rolling basis.