Senior Customer Support Representative - billing questions (remote)

Summit Rook Housing Group is a nonprofit housing provider in Austin, and we need a Senior Customer Support Representative to lead our billing questions. You would join a small organisation of about 21 people, working mostly from home. 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. • Resolve billing and account issues, including resident services, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Experience with resident services. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Austin. • We will tell you what to expect at each step of the hiring process.