Customer Support Representative - billing questions (remote)

Nova Stone Transit Planning is a transit-planning firm in Houston working with agencies and riders. We are hiring a Customer Support Representative to take on billing questions. We like people who ride the bus and notice when things do not work. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • 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 • Bilingual English and Spanish. • Experience with fare systems. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Houston. • We will tell you what to expect at each step of the hiring process.