Senior Customer Support Representative - escalations (Baltimore, MD)

Clearpath Maple Housing manages affordable housing communities across Baltimore. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people based in Baltimore. What you will do • 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including rent assistance, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with rent assistance. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Baltimore. • We reply to every applicant.