Senior Customer Support Representative - escalations (Tucson, AZ)

We are growing our team at Lumen Rook Housing and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 425 people based in Tucson. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including resident services, on the first contact when possible. • 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 • Experience with resident services. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • On site in Tucson. • Applications are reviewed on a rolling basis.