Senior Customer Support Representative - escalations (Rochester, NY)

Northwind Haven Auto Group serves drivers and dealerships across the Rochester region, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 257 people based in Rochester. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including warranty claims, 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. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with warranty claims. Working arrangement • Full-time, on a regular day shift. • On site in Rochester. • We reply to every applicant.