Senior Customer Support Representative - phone and chat support (Orlando, FL)

We are growing our team at Silverline Nest Housing and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a large organisation of about 574 people based in Orlando. What you will do • Share recurring problems with the team so they can be fixed. • 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 waiting lists, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with waiting lists. Working arrangement • Part-time, about 28 hours a week, afternoons. • On site in Orlando, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.