Senior Customer Support Representative - billing questions (remote)

Northwind Mill Transit Planning Group is a transit-planning firm in Grand Rapids working with agencies and riders. We are hiring a Senior Customer Support Representative to take on billing questions. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including ridership counts, 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. • Share recurring problems with the team so they can be fixed. 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 ridership counts. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.