Senior Customer Support Representative - escalations (remote)

Harborlight Beacon Markets Group is a Kansas City retailer with stores, a distribution centre and online ordering. We are hiring a Senior Customer Support Representative to take on escalations. Managers started on the floor. What you will do • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with supplier deliveries. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Kansas City. • We will tell you what to expect at each step of the hiring process.