Senior Customer Support Representative - escalations (remote)

Silverline Meadow Housing is a nonprofit housing provider in Philadelphia. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including resident services, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with resident services. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, mornings. • Fully remote, with a monthly team day in Philadelphia. • We will tell you what to expect at each step of the hiring process.