Customer Support Representative - escalations (Richmond, VA)

Northwind Kestrel Medical is a Richmond company producing monitoring and surgical equipment, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including device records, 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. 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 • Bilingual English and Spanish. • Experience with device records. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Richmond. • Applications are reviewed on a rolling basis.