Customer Support Representative - escalations (Jacksonville, FL)

Fernwood Pine Manufacturing is a Jacksonville manufacturer supplying regional industrial customers, and we need a Customer Support Representative to lead our escalations. Many of our supervisors started on the floor. What you will do • Resolve billing and account issues, including tooling, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with tooling. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Jacksonville. • Applications are reviewed on a rolling basis.