Customer Support Representative - escalations (Baltimore, MD)

Harborlight Kestrel Markets is a Baltimore retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. We like people who know our customers by name. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including store inventory, on the first contact when possible. • Escalate complex cases with all details attached. 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 store inventory. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • On site in Baltimore. • We reply to every applicant.