Customer Support Representative - escalations (Detroit, MI)

Fernwood Kestrel Press Group produces print and digital publications in Detroit, 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 • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer orders, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 customer orders. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Detroit. • We will tell you what to expect at each step of the hiring process.