Senior Customer Support Representative - billing questions (Grand Rapids, MI)

Nova Orchard Telecom is looking for a Senior Customer Support Representative. The job centres on billing questions for outage reports, and it would suit someone who likes steady, practical work. You would join a small organisation of about 56 people based in Grand Rapids. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Full-time, Monday to Friday. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.