Senior Customer Support Representative - phone and chat support (Grand Rapids, MI)

We are growing our team at Silverline Clear Energy and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including service connections, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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. 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 • Experience with service connections. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.