Customer Support Representative - escalations (Sacramento, CA)

We are growing our team at Fernwood Cedar Telecom and adding a Customer Support Representative whose main responsibility will be escalations. Technicians and office staff share information daily. What you will do • Resolve billing and account issues, including service installations, 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. • Document every interaction and follow up when you promise to. • 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 service installations. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in Sacramento. • We will tell you what to expect at each step of the hiring process.