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

Westbrook Lakeside Transit Planning is looking for a Senior Customer Support Representative. The job centres on phone and chat support for accessibility audits, and it would suit someone who likes steady, practical work. Work is collaborative and map-heavy. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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. 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 • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Philadelphia, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.