Senior Customer Support Representative - new-customer onboarding (Grand Rapids, MI)

Northwind Nest Financial is a financial-services company in Grand Rapids, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would join a small organisation of about 29 people based in Grand Rapids. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including regulatory reports, 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with regulatory reports. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.