Customer Support Representative - phone and chat support (Baltimore, MD)

We are growing our team at Cedar Wilder Manufacturing and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a large organisation of about 331 people based in Baltimore. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 machine downtime, on the first contact when possible. 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 machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.