Customer Support Representative - escalations (Grand Rapids, MI)

We are growing our team at Nova Pine Financial Group and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including regulatory reports, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • 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 regulatory reports. • Bilingual English and Spanish. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.