Senior Customer Support Representative - phone and chat support (Knoxville, TN)

Highbridge Wilder Press prints books, catalogues and packaging from its Knoxville plant, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of about 503 people based in Knoxville. What you will do • Resolve billing and account issues, including proofing, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with proofing. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Knoxville. • Applications are reviewed on a rolling basis.