Senior Customer Support Representative - escalations (remote)

We are growing our team at Rivermark West Telecom Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 17 people, working mostly from home. What you will do • 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. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 outage reports. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Louisville. • We will tell you what to expect at each step of the hiring process.