Senior Customer Support Representative - escalations (Rochester, NY)

Summit Pine Housing manages affordable housing communities across Rochester, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including resident services, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 resident services. Working arrangement • Full-time, on a regular day shift. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.