Customer Support Representative - escalations (Cleveland, OH)

We are growing our team at Bright Mill Telecom and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people based in Cleveland. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • 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 outage reports, on the first contact when possible. 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 • Experience with outage reports. • Bilingual English and Spanish. Working arrangement • Contract for three months, with the possibility of becoming permanent. • On site in Cleveland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.