Customer Support Representative - escalations (Richmond, VA)

We are growing our team at Ironwood Loom Medical and adding a Customer Support Representative whose main responsibility will be escalations. Documentation is part of the craft. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including clinical evaluations, 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. 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 clinical evaluations. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Richmond, with some flexibility after the first few months. • We reply to every applicant.