Senior Customer Support Representative - escalations (Rochester, NY)

Nova Meridian Inspection Services is an inspection company in Rochester with field technicians and lab staff, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 91 people based in Rochester. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including test reports, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with test reports. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.