Customer Support Representative - escalations (El Paso, TX)

Westbrook Corner Markets is a El Paso retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 46 people based in El Paso. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • On site in El Paso, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.