Senior Customer Support Representative - escalations (remote)

Lumen Kestrel Auto Group serves drivers and dealerships across the Boise region, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with supplier deliveries. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Boise. • We will tell you what to expect at each step of the hiring process.