Customer Support Representative - escalations (Orlando, FL)

Fernwood Birch Freight Group is a Orlando logistics company with trucks, warehouses and dispatch, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Orlando. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including claims, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with claims. Working arrangement • Full-time, with a steady weekday schedule. • On site in Orlando, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.