Customer Support Representative - escalations (remote)

Ironwood Rook Press prints books, catalogues and packaging from its Baltimore plant. We are hiring a Customer Support Representative to take on escalations. We like people who notice details. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including paper stock, on the first contact when possible. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with paper stock. Working arrangement • Contract for three months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Baltimore. • We will tell you what to expect at each step of the hiring process.