Customer Support Representative - phone and chat support (remote)

Amberfield Harbor Transit Planning Group helps transport agencies around Charlotte design routes and schedules, and we need a Customer Support Representative to lead our phone and chat support. We value plain explanations. What you will do • Resolve billing and account issues, including route schedules, on the first contact when possible. • 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. • Answer questions by phone, email and chat in a friendly and clear way. 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 route schedules. • Bilingual English and Spanish. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Charlotte. • Applications are reviewed on a rolling basis.