Customer Support Representative - escalations (remote)

Redstone Pine Manufacturing makes precision components in Charlotte. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people, working mostly from home. 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 scrap and rework, 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 • Bilingual English and Spanish. • Experience with scrap and rework. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Charlotte. • We will tell you what to expect at each step of the hiring process.