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

Westbrook Harbor Freight is looking for a Senior Customer Support Representative. The job centres on phone and chat support for carrier rates, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including carrier rates, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with carrier rates. Working arrangement • Part-time, about 28 hours a week, spread across three days. • Fully remote, with quarterly visits in Grand Rapids. • We will tell you what to expect at each step of the hiring process.