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

Ironwood Quill Facilities is looking for a Senior Customer Support Representative. The job centres on phone and chat support for contractor visits, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including contractor visits, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • 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. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with contractor visits. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Rochester. • We reply to every applicant.