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

Rivermark Facilities is a facilities company in Grand Rapids with crews on day and night shifts, 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 • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including contractor visits, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with contractor visits. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Grand Rapids, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.