Senior Customer Support Representative - escalations (remote)

Silverline Cross Facilities cleans and maintains buildings for schools, offices and hospitals around Salt Lake City. We are hiring a Senior Customer Support Representative to take on escalations. Our crews keep other people's buildings running and we treat them well. What you will do • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including contractor visits, 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 • Bilingual English and Spanish. • Experience with contractor visits. Working arrangement • Part-time, about 20 hours a week, mornings. • Remote-friendly, with an occasional day on site in Salt Lake City. • We will tell you what to expect at each step of the hiring process.