Customer Support Representative - escalations (Pittsburgh, PA)

Nova Sparrow Freight coordinates shipments and warehousing around Pittsburgh, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 20 people based in Pittsburgh. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including claims, on the first contact when possible. • 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. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with claims. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, afternoons. • On site in Pittsburgh. • Applications are reviewed on a rolling basis.