Customer Support Representative - phone and chat support (remote)

Fernwood Birch Freight is a Louisville logistics company with trucks, warehouses and dispatch, and we need a Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • 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 dock schedules, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 dock schedules. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Louisville. • Applications are reviewed on a rolling basis.