Senior Customer Support Representative - phone and chat support (Little Rock, AR)

We are growing our team at Fernwood Pine Markets and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 127 people based in Little Rock. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 shrink and waste. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Little Rock, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.