Customer Support Representative - escalations (Chicago, IL)

We are growing our team at Cedar Beacon Manufacturing Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 156 people based in Chicago. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including tooling, 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. 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 tooling. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Chicago, with some flexibility after the first few months. • We reply to every applicant.