Senior Customer Support Representative - escalations (remote)

Foxglove Rook Housing manages affordable housing communities across Rochester, and we need a Senior Customer Support Representative to lead our escalations. We value patience and follow-through. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including rent assistance, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with rent assistance. Working arrangement • Part-time, about 28 hours a week, afternoons. • Fully remote, with an occasional day on site in Rochester. • Applications are reviewed on a rolling basis.