Senior Customer Support Representative - escalations (Columbus, OH)

Fernwood Granite Financial serves customers across Columbus with accounts, loans and payments. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of about 637 people based in Columbus. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer onboarding, 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. • Share recurring problems with the team so they can be fixed. 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 • Experience with customer onboarding. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Columbus. • We will tell you what to expect at each step of the hiring process.