Senior Customer Support Representative - escalations (Grand Rapids, MI)

We are growing our team at Silverline Amber Property Management Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 150 people based in Grand Rapids. What you will do • Resolve billing and account issues, including lease renewals, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • 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 • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with lease renewals. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.