Senior Customer Support Representative - phone and chat support (Philadelphia, PA)

Ironwood Fern Transit Planning Group helps transport agencies around Philadelphia design routes and schedules. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a large organisation of more than 1,000 people based in Philadelphia. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.