Senior Customer Support Representative - new-customer onboarding (Philadelphia, PA)

Silverline Hollow Transit Planning is looking for a Senior Customer Support Representative. The job centres on new-customer onboarding for accessibility audits, 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 • 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. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with accessibility audits. Working arrangement • Full-time, Monday to Friday. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.