Senior Customer Support Representative - escalations (Orlando, FL)

Nova Ember Press Group is looking for a Senior Customer Support Representative. The job centres on escalations for paper stock, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people based in Orlando. What you will do • Resolve billing and account issues, including paper stock, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 paper stock. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Orlando. • Applications are reviewed on a rolling basis.