Senior Customer Support Representative - phone and chat support (remote)

Silverline Hollow Transit Planning Group is looking for a Senior Customer Support Representative. The job centres on phone and chat support for route schedules, and it would suit someone who likes steady, practical work. We value plain explanations. What you will do • Resolve billing and account issues, including route schedules, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, mornings. • Remote-friendly, with quarterly visits in Orlando. • We will tell you what to expect at each step of the hiring process.