Customer Support Representative - escalations (remote)

Highbridge Vale Manufacturing Group manufactures parts and assemblies at its Madison plant, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 587 people, working mostly from home. What you will do • Resolve billing and account issues, including work orders, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with work orders. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with an occasional day on site in Madison. • Applications are reviewed on a rolling basis.