Customer Support Representative - escalations (Richmond, VA)

Silverline Mill Transit Planning is looking for a Customer Support Representative. The job centres on escalations for survey data, and it would suit someone who likes steady, practical work. We value plain explanations. What you will do • 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including survey data, 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 • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Contract for eight 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.