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

Ironwood Forge Arts Center is an arts centre in Rochester with a full calendar of events. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 49 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. • Resolve billing and account issues, including school partnerships, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. 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 school partnerships. Working arrangement • Part-time, about 28 hours a week, afternoons. • On site in Rochester. • We reply to every applicant.