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

Silverline River Markets is a Philadelphia retailer with stores, a distribution centre and online ordering. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would join a large organisation of about 304 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 shrink and waste. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Philadelphia. • We will tell you what to expect at each step of the hiring process.