Customer Support Representative - escalations (Hartford, CT)

We are growing our team at Northwind Ashton Freight 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 • Resolve billing and account issues, including carrier rates, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with carrier rates. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Hartford. • We will tell you what to expect at each step of the hiring process.