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

Harborlight Keystone Foods makes sauces, snacks and prepared meals in Grand Rapids. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 22 people based in Grand Rapids. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including ingredient orders, on the first contact when possible. • Escalate complex cases with all details attached. 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 ingredient orders. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • On site in Grand Rapids, with some flexibility after the first few months. • We reply to every applicant.