Senior Customer Support Representative - escalations (Nashville, TN)

Redstone Granite Manufacturing manufactures parts and assemblies at its Nashville plant. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including machine downtime, on the first contact when possible. • 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. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Nashville. • Applications are reviewed on a rolling basis.