Senior Customer Support Representative - new-customer onboarding (remote)

Cedar Juniper Transit Planning plans bus and rail service for cities around Boston, and we need a Senior Customer Support Representative to lead our new-customer onboarding. We value plain explanations. What you will do • Resolve billing and account issues, including service alerts, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with service alerts. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Boston. • We will tell you what to expect at each step of the hiring process.