Senior Customer Support Representative - escalations (remote)

Rivermark Basin Facilities Partners is a facilities company in Orlando with crews on day and night shifts, and we need a Senior Customer Support Representative to lead our escalations. Our crews keep other people's buildings running and we treat them well. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer sites, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 customer sites. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Orlando. • Applications are reviewed on a rolling basis.