Senior Customer Support Representative - phone and chat support (Miami, FL)

Redstone Lakeside Transit Planning helps transport agencies around Miami design routes and schedules. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 50 people based in Miami. 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • On site in Miami, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.