Customer Support Representative - escalations (remote)

Redstone Field Press is a printer and publisher in Providence serving local and national clients, and we need a Customer Support Representative to lead our escalations. Many of us have been here for ten years or more. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including bindery work, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with bindery work. Working arrangement • Part-time, about 16 hours a week, mornings. • Fully remote, with an occasional day on site in Providence. • We will tell you what to expect at each step of the hiring process.