Customer Support Representative - escalations (Boston, MA)

We are growing our team at Stonegate Keystone Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 route schedules, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Boston. • We reply to every applicant.