Customer Support Representative - escalations (Buffalo, NY)

We are growing our team at Bright Rowan Facilities and adding a Customer Support Representative whose main responsibility will be 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. • Resolve billing and account issues, including supply orders, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with supply orders. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Buffalo, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.