Senior Customer Support Representative - billing questions (remote)

Stonegate Harbor Transit Planning Group is a transit-planning firm in Tucson working with agencies and riders, and we need a Senior Customer Support Representative to lead our billing questions. Work is collaborative and map-heavy. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including route schedules, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Tucson. • We reply to every applicant.