Senior Customer Support Representative - escalations (Grand Rapids, MI)

We are growing our team at Westbrook Glen Energy and adding a Senior Customer Support Representative whose main responsibility will be escalations. Reliability is the job, and people here take pride in answering the phone at 3 a.m. when needed. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including outage response, 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 • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with outage response. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • On site in Grand Rapids. • We reply to every applicant.