Senior Customer Support Representative - escalations (remote)

Stonegate Umber Hospitality Group is looking for a Senior Customer Support Representative. The job centres on escalations for guest bookings, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people, working mostly from home. 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 guest bookings, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with guest bookings. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Reno. • We reply to every applicant.