Senior Customer Support Representative - escalations (Cleveland, OH)

Lumen Vale Housing Group manages affordable housing communities across Cleveland. We are hiring a Senior Customer Support Representative to take on escalations. 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. • 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 waiting lists, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 waiting lists. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Cleveland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.