Senior Customer Support Representative - escalations (Rochester, NY)

Silverline Rowan Arts Center is an arts centre in Rochester with a full calendar of events, and we need a Senior Customer Support Representative to lead our escalations. Evenings and weekends are part of the job. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including exhibitions, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 • Experience with exhibitions. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.