Customer Support Representative - escalations (Fresno, CA)

We are growing our team at Bright Ember Manufacturing and adding a Customer Support Representative whose main responsibility will be escalations. Shifts are steady and overtime is planned. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including machine downtime, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with machine downtime. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in Fresno, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.