Senior Customer Support Representative - escalations (remote)

We are growing our team at Cedar Forge Energy and adding a Senior Customer Support Representative whose main responsibility will be escalations. Safety comes first on every shift. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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 • Experience with hardship programmes. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Seattle. • Applications are reviewed on a rolling basis.