Customer Support Representative - escalations (Grand Rapids, MI)

Rivermark Ridge Markets is a Grand Rapids retailer with stores, a distribution centre and online ordering. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 836 people based in Grand Rapids. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including online orders, 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 online orders. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.