Customer Support Representative - phone and chat support (Pittsburgh, PA)

We are growing our team at Lumen Birch Transit Planning and adding a Customer Support Representative whose main responsibility will be phone and chat support. We like people who ride the bus and notice when things do not work. 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 ridership counts, on the first contact when possible. 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 • Experience with ridership counts. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Pittsburgh, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.