Senior Customer Support Representative - escalations (Tampa, FL)

Rivermark Press produces print and digital publications in Tampa. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 30 people based in Tampa. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including bindery work, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • Bilingual English and Spanish. • Experience with bindery work. Working arrangement • Full-time, on a regular day shift. • On site in Tampa. • Applications are reviewed on a rolling basis.