Customer Support Representative - escalations (Fresno, CA)

We are growing our team at Fernwood Stone Freight 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 Fresno. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer tracking, 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. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with customer tracking. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Fresno, with some flexibility after the first few months. • We reply to every applicant.