Customer Support Representative - escalations (remote)

Nova Maple Press is looking for a Customer Support Representative. The job centres on escalations for bindery work, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including bindery work, 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with bindery work. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Fully remote, with quarterly visits in Toledo. • Applications are reviewed on a rolling basis.