Customer Support Representative - escalations (Grand Rapids, MI)

Stonegate Union Inspection Services provides independent inspection and testing for industry across Grand Rapids. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 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 client sites, 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 • Experience with client sites. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.