Customer Support Representative - phone and chat support (Providence, RI)

Northwind West Freight moves freight for manufacturers and retailers out of Providence, and we need a Customer Support Representative to lead our phone and chat support. Dispatch, drivers and warehouse staff talk to each other constantly. 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. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. 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 • Experience with loads and lanes. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Providence, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.