Customer Support Representative - escalations (Minneapolis, MN)

Fernwood Pine Markets Group is a Minneapolis retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including pricing, on the first contact when possible. • 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 • Experience with pricing. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Minneapolis. • We will tell you what to expect at each step of the hiring process.