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

Fernwood Wren Transit Planning plans bus and rail service for cities around Virginia Beach, 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 • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with fare systems. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • 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.