Customer Support Representative - escalations (remote)

Silverline Oak Foods is a Reno food manufacturer supplying grocers and food-service customers. We are hiring a Customer Support Representative to take on escalations. Food safety is non-negotiable and we train for it. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including customer specifications, on the first contact when possible. • 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 customer specifications. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Reno. • Applications are reviewed on a rolling basis.