Senior Customer Support Representative - escalations (San Antonio, TX)

Fernwood Iron Auto Group is a San Antonio company supplying vehicle parts and service. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including warranty claims, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 warranty claims. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in San Antonio. • Applications are reviewed on a rolling basis.