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

Redstone Sparrow Energy is looking for a Senior Customer Support Representative. The job centres on escalations for hardship programmes, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people based in Grand Rapids. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 hardship programmes. • Bilingual English and Spanish. Working arrangement • Contract for four months, with clear deliverables from the first week. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.