Customer Support Representative - billing questions (remote)

Rivermark Quill Transit Planning is a transit-planning firm in Charlotte working with agencies and riders, and we need a Customer Support Representative to lead our billing questions. You would join a small organisation of about 84 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Experience with fare systems. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Remote-friendly, with quarterly visits in Charlotte. • We will tell you what to expect at each step of the hiring process.