Customer Support Representative - billing questions (Baltimore, MD)

Lumen Harbor Transit Planning helps transport agencies around Baltimore design routes and schedules, and we need a Customer Support Representative to lead our billing questions. You would join a small organisation of about 49 people based in Baltimore. What you will do • 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 fare systems, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with fare systems. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • On site in Baltimore, with some flexibility after the first few months. • We reply to every applicant.