Customer Support Representative - escalations (Providence, RI)

Silverline Kestrel Manufacturing manufactures parts and assemblies at its Providence plant. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 11 people based in Providence. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including tooling, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 tooling. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • On site in Providence. • Applications are reviewed on a rolling basis.