Senior Customer Support Representative - escalations (remote)

We are growing our team at Westbrook Linden Facilities and adding a Senior Customer Support Representative whose main responsibility will be escalations. Our crews keep other people's buildings running and we treat them well. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer sites, on the first contact when possible. 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 • Experience with customer sites. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with an occasional day on site in Boston. • We reply to every applicant.