Senior Customer Support Representative - escalations (Rochester, NY)

Summit Property Management Group manages apartment communities around Rochester. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 27 people based in Rochester. What you will do • Resolve billing and account issues, including maintenance requests, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with maintenance requests. Working arrangement • Full-time, on a regular day shift. • On site in Rochester. • We reply to every applicant.