Senior Customer Support Representative - escalations (remote)

Silverline Pine Markets Group serves neighbourhoods around Tucson with fresh food and everyday goods. We are hiring a Senior Customer Support Representative to take on escalations. We like people who know our customers by name. 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 online orders, on the first contact when possible. 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 online orders. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Tucson. • Applications are reviewed on a rolling basis.