Customer Support Representative - escalations (Chicago, IL)

Foxglove Kestrel Manufacturing Group is a Chicago manufacturer supplying regional industrial customers. We are hiring a Customer Support Representative to take on escalations. We value people who work safely and speak up. 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. • Resolve billing and account issues, including machine downtime, 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 • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with machine downtime. Working arrangement • Full-time, Monday to Friday. • On site in Chicago. • We will tell you what to expect at each step of the hiring process.