Senior Customer Support Representative - phone and chat support (Toledo, OH)

Fernwood Granite Financial is a financial-services company in Toledo, and we need a Senior Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including customer onboarding, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with customer onboarding. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Toledo. • Applications are reviewed on a rolling basis.