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

Fernwood Orchard Energy is looking for a Senior Customer Support Representative. The job centres on billing questions for service connections, and it would suit someone who likes steady, practical work. You would join a small organisation of about 193 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 service connections, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 service connections. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.