Senior Customer Support Representative - new-customer onboarding (remote)

Westbrook Keystone Energy is an energy provider in Rochester focused on reliable service and fair billing. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would join a small organisation of about 166 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with hardship programmes. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Rochester. • We reply to every applicant.