Customer Support Representative - escalations (Jacksonville, FL)

We are growing our team at Amberfield Sparrow Freight Partners and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 380 people based in Jacksonville. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including dock schedules, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 dock schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in Jacksonville. • Applications are reviewed on a rolling basis.