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

Rivermark Rook Manufacturing Partners is looking for a Customer Support Representative. The job centres on phone and chat support for machine downtime, and it would suit someone who likes steady, practical work. Shifts are steady and overtime is planned. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Richmond. • Applications are reviewed on a rolling basis.