Customer Support Representative - escalations (Baltimore, MD)

Ironwood Junction Markets Group is a Baltimore retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including promotions, 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. • Share recurring problems with the team so they can be fixed. 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 promotions. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in Baltimore, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.