Senior Customer Support Representative - escalations (remote)

Nova West Energy is an energy provider in Sacramento focused on reliable service and fair billing, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 40 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including billing disputes, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with billing disputes. • Bilingual English and Spanish. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Sacramento. • Applications are reviewed on a rolling basis.