Customer Support Representative - escalations (Toledo, OH)

Summit Ember Press Group prints books, catalogues and packaging from its Toledo plant, and we need a Customer Support Representative to lead our escalations. Deadlines are tight and craftsmanship matters. What you will do • 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 customer orders, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with customer orders. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Toledo. • We will tell you what to expect at each step of the hiring process.