Senior Customer Support Representative - escalations (Cleveland, OH)

Greenridge Umber Hospitality operates hotels and event venues around Cleveland. We are hiring a Senior Customer Support Representative to take on escalations. Guests remember kindness. What you will do • Resolve billing and account issues, including housekeeping schedules, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with housekeeping schedules. Working arrangement • Full-time, on a regular day shift. • On site in Cleveland. • We will tell you what to expect at each step of the hiring process.