Senior Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Vale Housing and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including resident services, on the first contact when possible. 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 • Experience with resident services. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Birmingham. • We will tell you what to expect at each step of the hiring process.