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

We are growing our team at Harborlight Stone Telecom and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 110 people based in Grand Rapids. What you will do • Resolve billing and account issues, including service installations, 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. • 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 service installations. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Grand Rapids. • We reply to every applicant.