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

Northwind Nest Housing is looking for a Senior Customer Support Representative. The job centres on phone and chat support for waiting lists, and it would suit someone who likes steady, practical work. We value patience and follow-through. What you will do • Resolve billing and account issues, including waiting lists, on the first contact when possible. • 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. • Answer questions by phone, email and chat in a friendly and clear way. 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 waiting lists. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Remote-friendly, with a monthly team day in Grand Rapids. • We will tell you what to expect at each step of the hiring process.