Customer Support Representative - escalations (Minneapolis, MN)

Fernwood Pine Markets Group is a Minneapolis retailer with stores, a distribution centre and online ordering. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including online orders, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with online orders. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in Minneapolis. • Applications are reviewed on a rolling basis.