Customer Support Representative - escalations (remote)

Westbrook Harbor Transit Planning helps transport agencies around Toledo 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. • 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. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with ridership counts. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Toledo. • We will tell you what to expect at each step of the hiring process.