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

Silverline Fox Auto Group operates automotive service and parts businesses around Rochester. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a large organisation of about 645 people based in Rochester. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer estimates, 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 customer estimates. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Rochester. • We reply to every applicant.