Customer Support Representative - phone and chat support (Richmond, VA)

We are growing our team at Bluepeak Sparrow Transit Planning Partners and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a large organisation of about 341 people based in Richmond. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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 • Bilingual English and Spanish. • Experience with route schedules. Working arrangement • Full-time, on a regular day shift. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.