Senior Customer Support Representative - escalations (remote)

Fernwood Glen Hospitality operates hotels and event venues around Sacramento. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of about 924 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including food costs, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with food costs. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Fully remote, with quarterly visits in Sacramento. • We will tell you what to expect at each step of the hiring process.