Customer Support Representative - billing questions (remote)

We are growing our team at Lumen Birch Transit Planning and adding a Customer Support Representative whose main responsibility will be billing questions. Work is collaborative and map-heavy. 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 survey data, 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Hartford. • We will tell you what to expect at each step of the hiring process.