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

Nova Rowan Hospitality is a hospitality company in Oklahoma City with restaurants, rooms and catering, and we need a Senior Customer Support Representative to lead our phone and chat support. Promotion from within is common. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including guest bookings, on the first contact when possible. • 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 • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with guest bookings. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • Remote-friendly, with quarterly visits in Oklahoma City. • We reply to every applicant.