Customer Support Representative - phone and chat support (remote)

Fernwood West Freight is looking for a Customer Support Representative. The job centres on phone and chat support for loads and lanes, and it would suit someone who likes steady, practical work. You would join a large organisation of about 760 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. 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 • Experience with loads and lanes. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Fully remote, with a monthly team day in Nashville. • We reply to every applicant.