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

We are growing our team at Fernwood Orchard Energy and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including meter readings, on the first contact when possible. • 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with meter readings. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.