Customer Support Representative - billing questions (Detroit, MI)

Fernwood Quill Transit Planning helps transport agencies around Detroit design routes and schedules, and we need a Customer Support Representative to lead our billing questions. We like people who ride the bus and notice when things do not work. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with accessibility audits. Working arrangement • Full-time, Monday to Friday. • On site in Detroit, with some flexibility after the first few months. • We reply to every applicant.