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

Lumen Junction Press prints books, catalogues and packaging from its Grand Rapids plant, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would join a small organisation of about 156 people based in Grand Rapids. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including paper stock, on the first contact when possible. 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 paper stock. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.