Customer Support Representative - escalations (remote)

Foxglove Granite Manufacturing is a Toledo manufacturer supplying regional industrial customers. We are hiring a Customer Support Representative to take on escalations. Many of our supervisors started on the floor. What you will do • 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. • Document every interaction and follow up when you promise to. 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 • Experience with scrap and rework. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Toledo. • We will tell you what to expect at each step of the hiring process.