Customer Support Representative - new-customer onboarding (Grand Rapids, MI)

Fernwood Wren Transit Planning is looking for a Customer Support Representative. The job centres on new-customer onboarding for route schedules, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.