Customer Support Representative - escalations (remote)

Harborlight Field Markets operates grocery and general-merchandise stores around Anchorage, 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 • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with shrink and waste. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, afternoons. • Fully remote, with a monthly team day in Anchorage. • We reply to every applicant.