Senior Customer Support Representative - phone and chat support (remote)

Lumen Oak Hospitality is looking for a Senior Customer Support Representative. The job centres on phone and chat support for guest bookings, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including guest bookings, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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 guest bookings. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Houston. • We will tell you what to expect at each step of the hiring process.