Senior Customer Support Representative - phone and chat support (Jackson, MS)

Lumen Rowan Hospitality operates hotels and event venues around Jackson, and we need a Senior Customer Support Representative to lead our phone and chat support. Promotion from within is common. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including food costs, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with food costs. Working arrangement • Full-time, with a steady weekday schedule. • On site in Jackson, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.