Customer Support Representative - phone and chat support (Boston, MA)

Redstone Yarrow Transit Planning is a transit-planning firm in Boston working with agencies and riders, and we need a Customer Support Representative to lead our phone and chat support. We like people who ride the bus and notice when things do not work. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including survey data, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • 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 • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Boston. • We will tell you what to expect at each step of the hiring process.