Senior Customer Support Representative - billing questions (remote)

Westbrook Lakeside Transit Planning helps transport agencies around Pittsburgh design routes and schedules. We are hiring a Senior Customer Support Representative to take on billing questions. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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 • Bilingual English and Spanish. • Experience with service alerts. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Pittsburgh. • Applications are reviewed on a rolling basis.