Senior Customer Support Representative - billing questions (remote)

We are growing our team at Fernwood Birch Transit Planning and adding a Senior Customer Support Representative whose main responsibility will be billing questions. You would join a small organisation of about 66 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Contract for four months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.