Senior Customer Support Representative - billing questions (Rochester, NY)

Silverline Fox Manufacturing is a Rochester manufacturer supplying regional industrial customers. We are hiring a Senior Customer Support Representative to take on billing questions. You would join a small organisation of about 15 people based in Rochester. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including work orders, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with work orders. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.