Customer Support Representative - phone and chat support (remote)

Stonegate Pike Press produces print and digital publications in Grand Rapids. We are hiring a Customer Support Representative to take on phone and chat support. You would join a large organisation of about 509 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer orders, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with customer orders. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Remote-friendly, with an occasional day on site in Grand Rapids. • We reply to every applicant.