Senior Customer Support Representative - escalations (Memphis, TN)

We are growing our team at Nova River Property Management and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 170 people based in Memphis. What you will do • 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 lease renewals, 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. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with lease renewals. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • On site in Memphis, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.