Senior Customer Support Representative - escalations (Philadelphia, PA)

Harborlight Drift Inspection Services is an inspection company in Philadelphia with field technicians and lab staff. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 21 people based in Philadelphia. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including equipment calibration, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with equipment calibration. Working arrangement • Part-time, about 20 hours a week, spread across three days. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.