Senior Customer Support Representative - phone and chat support (Grand Rapids, MI)

We are growing our team at Summit Mill Transit Planning and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including survey data, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Contract for nine months, with clear deliverables from the first week. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.