Customer Support Representative - new-customer onboarding (Buffalo, NY)

Fernwood Granite Markets operates grocery and general-merchandise stores around Buffalo. We are hiring a Customer Support Representative to take on new-customer onboarding. We like people who know our customers by name. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Full-time, Monday to Friday. • On site in Buffalo, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.