Customer Support Representative - phone and chat support (remote)

Silverline Mill Transit Planning Group is a transit-planning firm in El Paso working with agencies and riders. We are hiring a Customer Support Representative to take on phone and chat support. We like people who ride the bus and notice when things do not work. What you will do • Resolve billing and account issues, including route schedules, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with route schedules. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in El Paso. • We reply to every applicant.