Senior Customer Support Representative - phone and chat support (Raleigh, NC)

We are growing our team at Westbrook Willow Press and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 37 people based in Raleigh. 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. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including proofing, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with proofing. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Raleigh. • We will tell you what to expect at each step of the hiring process.