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

Bright Maple Manufacturing manufactures parts and assemblies at its Philadelphia plant. We are hiring a Senior Customer Support Representative to take on phone and chat support. Many of our supervisors started on the floor. What you will do • Resolve billing and account issues, including work orders, 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. • Share recurring problems with the team so they can be fixed. • 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 work orders. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Philadelphia. • We will tell you what to expect at each step of the hiring process.