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

Nova Haven Medical Group designs and makes medical devices in Grand Rapids, and we need a Senior Customer Support Representative to lead our escalations. Patient safety shapes every decision. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including clinical evaluations, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 clinical evaluations. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.