Senior Customer Support Representative - escalations (Philadelphia, PA)

Fernwood Granite Property Management Group manages apartment communities around Philadelphia, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 772 people based in Philadelphia. What you will do • Resolve billing and account issues, including rent collection, 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. 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 rent collection. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.