Senior Customer Support Representative - escalations (Cincinnati, OH)

We are growing our team at Harborlight Glen Telecom and adding a Senior Customer Support Representative whose main responsibility will be escalations. Technicians and office staff share information daily. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with billing accounts. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Cincinnati. • We reply to every applicant.