Senior Customer Support Representative - new-customer onboarding (remote)

Northwind Sparrow Inspection Services tests and certifies buildings, pipelines and equipment around Philadelphia, and we need a Senior Customer Support Representative to lead our new-customer onboarding. Independence and accuracy are our product. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including field inspections, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 field inspections. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Philadelphia. • Applications are reviewed on a rolling basis.