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

We are growing our team at Northwind Wilder Housing and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. 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 repair requests, 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 repair requests. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Grand Rapids, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.