Senior Customer Support Representative - escalations (Toledo, OH)

We are growing our team at Highbridge Telecom Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 58 people based in Toledo. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including field visits, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with field visits. Working arrangement • Full-time, Monday to Friday. • On site in Toledo. • We reply to every applicant.