Senior Customer Support Representative - escalations (Birmingham, AL)

Ironwood Loom Press is a printer and publisher in Birmingham serving local and national clients. We are hiring a Senior Customer Support Representative to take on escalations. Deadlines are tight and craftsmanship matters. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including customer orders, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 • Experience with customer orders. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in Birmingham, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.