Customer Support Representative - billing questions (remote)

We are growing our team at Bluepeak Fern Transit Planning Group and adding a Customer Support Representative whose main responsibility will be billing questions. You would join a large organisation of about 536 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 service alerts. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Cincinnati. • We will tell you what to expect at each step of the hiring process.