Customer Support Representative - phone and chat support (Grand Rapids, MI)

Stonegate Forge Transit Planning is a transit-planning firm in Grand Rapids working with agencies and riders, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 147 people based in Grand Rapids. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Grand Rapids, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.