Customer Support Representative - escalations (Honolulu, HI)

Fernwood River Manufacturing is looking for a Customer Support Representative. The job centres on escalations for machine downtime, and it would suit someone who likes steady, practical work. Shifts are steady and overtime is planned. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Honolulu, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.