Customer Support Representative - escalations (Raleigh, NC)

We are growing our team at Stonegate Field Manufacturing Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 66 people based in Raleigh. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Raleigh. • We reply to every applicant.