Senior Customer Support Representative - new-customer onboarding (Baltimore, MD)

We are growing our team at Bright Rook Manufacturing Partners and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. You would join a large organisation of more than 1,000 people based in Baltimore. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including tooling, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 tooling. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Baltimore, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.