Senior Customer Support Representative - escalations (Philadelphia, PA)

Bright Field Manufacturing Group is looking for a Senior Customer Support Representative. The job centres on escalations for machine downtime, and it would suit someone who likes steady, practical work. You would join a large organisation of about 454 people based in Philadelphia. What you will do • Escalate complex cases with all details attached. • 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. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with machine downtime. Working arrangement • Full-time, with a steady weekday schedule. • On site in Philadelphia, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.