Customer Support Representative - escalations (Virginia Beach, VA)

We are growing our team at Fernwood Wren Freight Group and adding a Customer Support Representative whose main responsibility will be 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. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tracking, 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with customer tracking. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Virginia Beach. • We will tell you what to expect at each step of the hiring process.