Senior Customer Support Representative - escalations (Colorado Springs, CO)

Nova Ivory Facilities cleans and maintains buildings for schools, offices and hospitals around Colorado Springs. We are hiring a Senior Customer Support Representative to take on escalations. Bilingual teams are common. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer sites, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 customer sites. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Colorado Springs, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.