Customer Support Representative - phone and chat support (Cleveland, OH)

We are growing our team at Rivermark West Energy and adding a Customer Support Representative whose main responsibility will be phone and chat support. Reliability is the job, and people here take pride in answering the phone at 3 a.m. when needed. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Escalate complex cases with all details attached. 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 hardship programmes. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Cleveland, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.