Senior Customer Support Representative - escalations (Chicago, IL)

Rivermark Kestrel Manufacturing manufactures parts and assemblies at its Chicago plant. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 machine downtime. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • On site in Chicago. • We will tell you what to expect at each step of the hiring process.