Senior Customer Support Representative - escalations (remote)

Fernwood Rowan Facilities cleans and maintains buildings for schools, offices and hospitals around Boston. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including work orders, 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 work orders. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Boston. • We will tell you what to expect at each step of the hiring process.