Senior Customer Support Representative - escalations (Chicago, IL)

Lumen Forge Freight Group is a Chicago logistics company with trucks, warehouses and dispatch, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 329 people based in Chicago. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including carrier rates, on the first contact when possible. • 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 • 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 carrier rates. Working arrangement • Full-time, with a steady weekday schedule. • On site in Chicago. • We reply to every applicant.