Senior Customer Support Representative - escalations (remote)

Summit Glen Banking Services Group provides everyday banking and small-business lending around Fort Worth. We are hiring a Senior Customer Support Representative to take on escalations. We keep decisions close to customers and expect people to explain things plainly. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including account openings, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with account openings. Working arrangement • Part-time, about 16 hours a week, mornings. • Remote-friendly, with a monthly team day in Fort Worth. • We will tell you what to expect at each step of the hiring process.