Senior Customer Support Representative - escalations (Rochester, NY)

Northwind Yarrow Inspection Services provides independent inspection and testing for industry across Rochester, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 191 people based in Rochester. 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 equipment calibration, 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. 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 • Bilingual English and Spanish. • Experience with equipment calibration. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.