Customer Support Representative - phone and chat support (Richmond, VA)

We are growing our team at Fernwood River Press and adding a Customer Support Representative whose main responsibility will be phone and chat support. We like people who notice details. What you will do • Resolve billing and account issues, including press runs, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with press runs. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Richmond. • We reply to every applicant.