Senior Customer Support Representative - phone and chat support (Austin, TX)

We are growing our team at Lumen Keystone Hospitality and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 34 people based in Austin. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including guest bookings, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with guest bookings. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, afternoons. • On site in Austin. • Applications are reviewed on a rolling basis.