Senior Customer Support Representative - escalations (remote)

We are growing our team at Silverline Meadow Manufacturing Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. Many of our supervisors started on the floor. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Cleveland. • Applications are reviewed on a rolling basis.