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

Northwind Cross Facilities cleans and maintains buildings for schools, offices and hospitals around Jackson, and we need a Senior Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including contractor visits, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with contractor visits. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with an occasional day on site in Jackson. • We reply to every applicant.