Senior Customer Support Representative - new-customer onboarding (Rochester, NY)

Stonegate Umber Hospitality Group operates hotels and event venues around Rochester, and we need a Senior Customer Support Representative to lead our new-customer onboarding. Promotion from within is common. What you will do • Resolve billing and account issues, including food costs, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with food costs. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester. • Applications are reviewed on a rolling basis.