Customer Support Representative - escalations (Richmond, VA)

We are growing our team at Lumen Stone Transit Planning Partners and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 49 people based in Richmond. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with service alerts. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Richmond, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.