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

Lumen Pine Housing provides affordable homes and support services around Cleveland. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 22 people, working mostly from home. What you will do • Resolve billing and account issues, including resident services, 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. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with resident services. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Fully remote, with quarterly visits in Cleveland. • We will tell you what to expect at each step of the hiring process.