Customer Support Representative - escalations (Richmond, VA)

Northwind Hollow Transit Planning is a transit-planning firm in Richmond 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. • 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 route schedules, on the first contact when possible. 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 • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Richmond. • Applications are reviewed on a rolling basis.