Senior Customer Support Representative - escalations (Fresno, CA)

Lumen Quill Hospitality operates hotels and event venues around Fresno, and we need a Senior Customer Support Representative to lead our escalations. Promotion from within is common. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including reviews and feedback, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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 • Bilingual English and Spanish. • Experience with reviews and feedback. Working arrangement • Full-time, with a steady weekday schedule. • On site in Fresno. • Applications are reviewed on a rolling basis.