Senior Customer Support Representative - new-customer onboarding (Hartford, CT)

Silverline Mill Transit Planning Group is a transit-planning firm in Hartford working with agencies and riders, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would join a small organisation of about 17 people based in Hartford. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including accessibility audits, 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. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Hartford. • Applications are reviewed on a rolling basis.