Customer Support Representative - escalations (Buffalo, NY)

Silverline Hollow Arts Center is an arts centre in Buffalo with a full calendar of events, 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 • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including ticketing, on the first contact when possible. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with ticketing. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Buffalo, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.