Customer Support Representative - phone and chat support (Spokane, WA)

Ironwood Keystone Transit Planning is a transit-planning firm in Spokane working with agencies and riders, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 24 people based in Spokane. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Spokane. • We will tell you what to expect at each step of the hiring process.