Senior Customer Support Representative - phone and chat support (Baltimore, MD)

Lumen Harbor Transit Planning Group helps transport agencies around Baltimore design routes and schedules. We are hiring a Senior Customer Support Representative to take on phone and chat support. We value plain explanations. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 accessibility audits. Working arrangement • Full-time, Monday to Friday. • On site in Baltimore. • We reply to every applicant.