Customer Support Representative - escalations (Pittsburgh, PA)

Lumen Quarry Transit Planning Group is a transit-planning firm in Pittsburgh working with agencies and riders, and we need a Customer Support Representative to lead our escalations. Work is collaborative and map-heavy. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with ridership counts. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Pittsburgh. • Applications are reviewed on a rolling basis.