Customer Support Representative - phone and chat support (Buffalo, NY)

We are growing our team at Harborlight Beacon Markets and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 13 people based in Buffalo. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with supplier deliveries. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Buffalo, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.