Customer Support Representative - phone and chat support (Miami, FL)

Stonegate Willow Markets is a Miami retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our phone and chat support. We like people who know our customers by name. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including shrink and waste, 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. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Full-time, Monday to Friday. • On site in Miami, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.