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

Northwind Drift Facilities cleans and maintains buildings for schools, offices and hospitals around Grand Rapids, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • 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. • Resolve billing and account issues, including cleaning schedules, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with cleaning schedules. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.