Senior Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Fern Facilities and adding a Senior Customer Support Representative whose main responsibility will be escalations. Clear communication between supervisors and crews matters. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including cleaning schedules, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with cleaning schedules. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Denver. • We will tell you what to expect at each step of the hiring process.