Senior Customer Support Representative - escalations (remote)

Cedar Foods produces packaged foods at its Cleveland plant, and we need a Senior Customer Support Representative to lead our escalations. Shifts are steady and overtime is planned. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including cold storage, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with cold storage. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Cleveland. • We reply to every applicant.