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

Northwind Iron Manufacturing is looking for a Senior Customer Support Representative. The job centres on new-customer onboarding for machine downtime, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people based in Grand Rapids. What you will do • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 machine downtime. Working arrangement • Full-time, on a regular day shift. • On site in Grand Rapids. • We reply to every applicant.