Senior Customer Support Representative - escalations (Baltimore, MD)

Cedar Sable Markets is a Baltimore retailer with stores, a distribution centre and online ordering, and we need a Senior Customer Support Representative to lead our escalations. We like people who know our customers by name. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including promotions, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 promotions. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.