Customer Support Representative - phone and chat support (remote)

Westbrook Fern Transit Planning is looking for a Customer Support Representative. The job centres on phone and chat support for ridership counts, 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 • Resolve billing and account issues, including ridership counts, 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. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with ridership counts. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Dallas. • We will tell you what to expect at each step of the hiring process.