Senior Customer Support Representative - billing questions (remote)

Fernwood Cross Facilities looks after properties across the Detroit region, and we need a Senior Customer Support Representative to lead our billing questions. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • 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 contractor visits, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with contractor visits. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Detroit. • We will tell you what to expect at each step of the hiring process.