Customer Support Representative - phone and chat support (remote)

We are growing our team at Lumen Transit Planning Group and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • 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. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Escalate complex cases with all details attached. 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 fare systems. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with quarterly visits in San Antonio. • We will tell you what to expect at each step of the hiring process.