Customer Support Representative - escalations (Miami, FL)

We are growing our team at Westbrook Maple Manufacturing Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 23 people based in Miami. What you will do • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Miami. • We will tell you what to expect at each step of the hiring process.