Senior Customer Support Representative - billing questions (remote)

Fernwood Quarry Telecom Group provides broadband and phone service around Grand Rapids, and we need a Senior Customer Support Representative to lead our billing questions. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • 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 customer tickets, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Grand Rapids. • We reply to every applicant.