Senior Customer Support Representative - new-customer onboarding (Grand Rapids, MI)

Bluepeak Birch Transit Planning is looking for a Senior Customer Support Representative. The job centres on new-customer onboarding for route schedules, and it would suit someone who likes steady, practical work. 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. • 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. • Share recurring problems with the team so they can be fixed. 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 • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.