Senior Customer Support Representative - billing questions (remote)

We are growing our team at Lumen Ember Press and adding a Senior Customer Support Representative whose main responsibility will be billing questions. You would work closely with colleagues in operations, support and management. 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. • Resolve billing and account issues, including customer orders, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 customer orders. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Remote-friendly, with quarterly visits in Grand Rapids. • We will tell you what to expect at each step of the hiring process.