Senior Customer Support Representative - escalations (Tampa, FL)

Harborlight Forge Energy supplies electricity and gas to homes and businesses around Tampa, 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 outage response, on the first contact when possible. • 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. 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 outage response. Working arrangement • Contract for four months, with the possibility of becoming permanent. • On site in Tampa, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.