Senior Customer Support Representative - escalations (remote)

Cedar Yarrow Facilities looks after properties across the Birmingham region. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 87 people, working mostly from home. What you will do • 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. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including safety inspections, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with safety inspections. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Birmingham. • Applications are reviewed on a rolling basis.