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

Lumen Cross Facilities is a facilities company in Jacksonville with crews on day and night shifts, and we need a Senior Customer Support Representative to lead our phone and chat support. Our crews keep other people's buildings running and we treat them well. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer sites, on the first contact when possible. • 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 customer sites. • Bilingual English and Spanish. Working arrangement • Contract for four months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Jacksonville. • We will tell you what to expect at each step of the hiring process.