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

Fernwood Umber Inspection Services provides independent inspection and testing for industry across Grand Rapids, and we need a Senior Customer Support Representative to lead our new-customer onboarding. Training and certification are paid for. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including scheduling, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with scheduling. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Grand Rapids. • We will tell you what to expect at each step of the hiring process.