Senior Customer Support Representative - phone and chat support (Philadelphia, PA)

Nova Yarrow Hospitality Group runs guest-focused properties across the Philadelphia area, and we need a Senior Customer Support Representative to lead our phone and chat support. Guests remember kindness. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including group events, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with group events. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Philadelphia. • We reply to every applicant.