Customer Support Representative - escalations (remote)

Fernwood Pine Markets Group is a Baltimore retailer with stores, a distribution centre and online ordering. We are hiring a Customer Support Representative to take on escalations. We like people who know our customers by name. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including promotions, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with promotions. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Fully remote, with quarterly visits in Baltimore. • We will tell you what to expect at each step of the hiring process.