Customer Support Representative - escalations (Richmond, VA)

Ironwood Field Auto Group is a Richmond company supplying vehicle parts and service, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 245 people based in Richmond. What you will do • Resolve billing and account issues, including vehicle inspections, 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. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with vehicle inspections. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.