Customer Support Representative - escalations (Nashville, TN)

Lumen Stone Transit Planning Partners plans bus and rail service for cities around Nashville. 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 • 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 survey data, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Nashville. • We will tell you what to expect at each step of the hiring process.