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

Fernwood North Auto Group operates automotive service and parts businesses around Buffalo, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 16 people based in Buffalo. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including warranty claims, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. 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 warranty claims. • Bilingual English and Spanish. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in Buffalo. • We reply to every applicant.