Customer Support Representative - escalations (Chicago, IL)

Westbrook Union Transit Planning helps transport agencies around Chicago design routes and schedules. We are hiring a Customer Support Representative to take on escalations. We like people who ride the bus and notice when things do not work. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including survey data, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 • Part-time, about 20 hours a week, spread across three days. • On site in Chicago. • We reply to every applicant.