Senior Customer Support Representative - phone and chat support (Rochester, NY)

Nova Juniper Hospitality runs guest-focused properties across the Rochester area. We are hiring a Senior Customer Support Representative to take on phone and chat support. We work weekends and holidays and we make it fun. 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 food costs, 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 • Experience with food costs. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.