Senior Customer Support Representative - billing questions (remote)

Stonegate Keystone Transit Planning plans bus and rail service for cities around Boston. 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 • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with ridership counts. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Boston. • We reply to every applicant.