Senior Customer Support Representative - escalations (Philadelphia, PA)

Fernwood Junction Markets is a Philadelphia retailer with stores, a distribution centre and online ordering. We are hiring a Senior Customer Support Representative to take on escalations. Managers started on the floor. What you will do • Share recurring problems with the team so they can be fixed. • 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. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Philadelphia. • We reply to every applicant.