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

Harborlight Union Hospitality is a hospitality company in Grand Rapids with restaurants, rooms and catering. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. Promotion from within is common. What you will do • 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 group events, on the first contact when possible. • 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. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with group events. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Grand Rapids. • We reply to every applicant.