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

Greenridge Sparrow Arts Center is a cultural organisation in Rochester presenting exhibitions and performances, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 70 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including visitor services, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with visitor services. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.