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

Amberfield Loom Medical Group designs and makes medical devices in Grand Rapids, and we need a Senior Customer Support Representative to lead our phone and chat support. Patient safety shapes every decision. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including clinical evaluations, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with clinical evaluations. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.