Senior Customer Support Representative - escalations (Rochester, NY)

We are growing our team at Stonegate Lakeside Freight and adding a Senior Customer Support Representative whose main responsibility will be escalations. On-time is the promise and we work hard to keep it. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with loads and lanes. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.