Customer Support Representative - escalations (Omaha, NE)

We are growing our team at Fernwood Junction Manufacturing and adding a Customer Support Representative whose main responsibility will be escalations. Shifts are steady and overtime is planned. What you will do • Resolve billing and account issues, including machine downtime, on the first contact when possible. • 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. • Document every interaction and follow up when you promise to. 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 • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Omaha. • We will tell you what to expect at each step of the hiring process.