Senior Customer Support Representative - phone and chat support (remote)

Redstone Meridian Inspection Services Group tests and certifies buildings, pipelines and equipment around Rochester, 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 • Resolve billing and account issues, including scheduling, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 scheduling. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Remote-friendly, with a monthly team day in Rochester. • We will tell you what to expect at each step of the hiring process.