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

We are growing our team at Ironwood Lakeside Transit Planning and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a large organisation of about 490 people based in Virginia Beach. What you will do • Resolve billing and account issues, including service alerts, on the first contact when possible. • Escalate complex cases with all details attached. • 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. 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 service alerts. Working arrangement • Full-time, on a regular day shift. • On site in Virginia Beach, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.