Customer Support Representative - new-customer onboarding (Richmond, VA)

Fernwood River Press produces print and digital publications in Richmond, and we need a Customer Support Representative to lead our new-customer onboarding. You would join a small organisation of about 49 people based in Richmond. What you will do • Resolve billing and account issues, including customer orders, on the first contact when possible. • 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. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer orders. Working arrangement • Full-time, on a regular day shift. • On site in Richmond, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.