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

We are growing our team at Ironwood Forge Freight Group 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 • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including claims, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with claims. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Rochester, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.