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

We are growing our team at Clearpath Ivory Facilities and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 544 people based in Grand Rapids. What you will do • Resolve billing and account issues, including customer sites, on the first contact when possible. • 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. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with customer sites. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, mornings. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.