Senior Customer Support Representative - escalations (Rochester, NY)

We are growing our team at Nova Cross Banking Services and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including branch operations, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with branch operations. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.