Senior Customer Support Representative - escalations (remote)

Silverline Hospitality is a hospitality company in Fresno with restaurants, rooms and catering, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 452 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • 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 group events, on the first contact when possible. 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 group events. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, afternoons. • Remote-friendly, with an occasional day on site in Fresno. • Applications are reviewed on a rolling basis.