Customer Support Representative - escalations (Toledo, OH)

Nova Fern Freight Group moves freight for manufacturers and retailers out of Toledo. 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 • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including dock schedules, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with dock schedules. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Toledo, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.