Senior Customer Support Representative - phone and chat support (Hartford, CT)

Westbrook Hollow Telecom provides broadband and phone service around Hartford, and we need a Senior Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Hartford, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.