Senior Customer Support Representative - escalations (remote)

Cedar Glen Hospitality Group operates hotels and event venues around Las Vegas. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including supplier orders, 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. • Answer questions by phone, email and chat in a friendly and clear way. 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 supplier orders. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with a monthly team day in Las Vegas. • We will tell you what to expect at each step of the hiring process.