Customer Support Representative - billing questions (remote)

Fernwood Wren Freight coordinates shipments and warehousing around Madison. We are hiring a Customer Support Representative to take on billing questions. You would join a small organisation of about 148 people, working mostly from home. What you will do • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including carrier rates, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with carrier rates. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with a monthly team day in Madison. • Applications are reviewed on a rolling basis.