Customer Support Representative - escalations (Pittsburgh, PA)

We are growing our team at Greenridge Birch Freight Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people based in Pittsburgh. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tracking, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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 • Experience with customer tracking. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in Pittsburgh, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.