Customer Support Representative - phone and chat support (Oakland, CA)

Northwind Wilder Markets is a Oakland 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 • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Full-time, on a regular day shift. • On site in Oakland. • We will tell you what to expect at each step of the hiring process.