Senior Customer Support Representative - escalations (Rochester, NY)

Cedar Rowan Foods is a Rochester food manufacturer supplying grocers and food-service customers, and we need a Senior Customer Support Representative to lead our escalations. Shifts are steady and overtime is planned. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including cold storage, on the first contact when possible. 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 cold storage. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.