Customer Support Representative - escalations (remote)

Nova Vale Markets is a Madison retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 supplier deliveries. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Madison. • We will tell you what to expect at each step of the hiring process.