Customer Support Representative - escalations (Houston, TX)

Bright Stone Transit Planning helps transport agencies around Houston design routes and schedules. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • 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 ridership counts, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with ridership counts. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Houston, with some flexibility after the first few months. • We reply to every applicant.