Customer Support Representative - escalations (Rochester, NY)

Foxglove Forge Telecom provides broadband and phone service around Rochester. We are hiring a Customer Support Representative to take on escalations. We invest in training. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including field visits, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with field visits. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Rochester. • Applications are reviewed on a rolling basis.