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

We are growing our team at Amberfield Wren Energy and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. We work closely with regulators and communities. What you will do • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with hardship programmes. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Grand Rapids. • We will tell you what to expect at each step of the hiring process.