Customer Support Representative - escalations (remote)

Silverline Juniper Foods Group is a Jacksonville food manufacturer supplying grocers and food-service customers, and we need a Customer Support Representative to lead our escalations. We like people who take pride in what they make. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including cold storage, 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. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with cold storage. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Jacksonville. • We will tell you what to expect at each step of the hiring process.