Senior Customer Support Representative - escalations (remote)

Fernwood Cobalt Property Management manages apartment communities around Cincinnati. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of about 812 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including rent collection, on the first contact when possible. • Escalate complex cases with all details attached. • 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 • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with rent collection. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with an occasional day on site in Cincinnati. • We will tell you what to expect at each step of the hiring process.