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

Fernwood Wren Facilities is looking for a Senior Customer Support Representative. The job centres on phone and chat support for customer sites, and it would suit someone who likes steady, practical work. You would join a small organisation of about 26 people based in Cleveland. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer sites, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with customer sites. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Cleveland. • We will tell you what to expect at each step of the hiring process.