Senior Customer Support Representative - phone and chat support (Cleveland, OH)

Stonegate Rowan Facilities Group is a facilities company in Cleveland with crews on day and night shifts, and we need a Senior Customer Support Representative to lead our phone and chat support. Our crews keep other people's buildings running and we treat them well. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including supply orders, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with supply orders. Working arrangement • Full-time, Monday to Friday. • On site in Cleveland, with some flexibility after the first few months. • We reply to every applicant.