Customer Support Representative - phone and chat support (remote)

Lumen Forge Transit Planning plans bus and rail service for cities around Portland, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 150 people, working mostly from home. What you will do • Resolve billing and account issues, including service alerts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Fully remote, with quarterly visits in Portland. • We reply to every applicant.