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

Fernwood West Energy Group is looking for a Senior Customer Support Representative. The job centres on billing questions for hardship programmes, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including hardship programmes, 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. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 hardship programmes. Working arrangement • Contract for nine months, with clear deliverables from the first week. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.