Senior Customer Support Representative - billing questions (remote)

Nova Ember Press is looking for a Senior Customer Support Representative. The job centres on billing questions for bindery work, 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 bindery work, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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 bindery work. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Kansas City. • We will tell you what to expect at each step of the hiring process.