Senior Customer Support Representative - escalations (Orlando, FL)

We are growing our team at Northwind West Energy Group and adding a Senior Customer Support Representative whose main responsibility will be 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. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing disputes, on the first contact when possible. 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 billing disputes. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Orlando, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.