Senior Customer Support Representative - billing questions (remote)

Fernwood Lakeside Hospitality is looking for a Senior Customer Support Representative. The job centres on billing questions for group events, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • 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 group events, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with group events. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Colorado Springs. • We reply to every applicant.