Customer Support Representative - escalations (Grand Rapids, MI)

We are growing our team at Foxglove Glen Banking Services 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 Grand Rapids. What you will do • 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. • Resolve billing and account issues, including branch operations, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 branch operations. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, afternoons. • On site in Grand Rapids. • We reply to every applicant.