Senior Customer Support Representative - escalations (remote)

Silverline Junction Property Management looks after rental homes across the Buffalo area. 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 • Resolve billing and account issues, including maintenance requests, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with maintenance requests. Working arrangement • Part-time, about 24 hours a week, afternoons. • Remote-friendly, with quarterly visits in Buffalo. • We will tell you what to expect at each step of the hiring process.