Customer Support Representative - escalations (Reno, NV)

We are growing our team at Silverline Birch Freight Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 28 people based in Reno. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tracking, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with customer tracking. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Reno, with some flexibility after the first few months. • We reply to every applicant.