Customer Support Representative - escalations (remote)

Fernwood Ember Markets Group is a Tulsa retailer with stores, a distribution centre and online ordering. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including online orders, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with online orders. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in Tulsa. • We reply to every applicant.