Customer Support Representative - phone and chat support (remote)

Summit Bridge Transit Planning is a transit-planning firm in Portland working with agencies and riders, and we need a Customer Support Representative to lead our 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including survey data, on the first contact when possible. 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 survey data. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Portland. • We will tell you what to expect at each step of the hiring process.