Customer Support Representative - escalations (San Diego, CA)

Lumen Rook Markets operates grocery and general-merchandise stores around San Diego. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • 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. • Resolve billing and account issues, including online orders, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with online orders. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in San Diego, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.