Customer Service Representative

Job Description

Job Description

J ob Title: Customer Service Representative
Location: *Position will work remotely/from home; applicants must be located in metropolitan areas of Philadelphia or Las Vegas*

Reports to: Customer Service Manager

Job Type + Schedule: Full-Time, Non-Exempt, 32 hours per week, Sunday-Wednesday 2:30pm-11:00pm ET/11:30am-8:00pm PT

At Revolution, we believe in a future where every person has access to a bike—where cities are less congested and more connected. More than 200 team members work toward that future every day, one ride at a time.

We design and operate bike share systems that serve communities across North America. From large cities to small towns, college campuses, and corporate environments, we deliver solutions tailored to the needs of each place we serve.

At Revolution, you’ll be part of a team that values collaboration, curiosity, and practical problem-solving. We are committed to building an inclusive workplace where people can contribute meaningfully and grow. Our commitment to employee well-being is reflected in our recognition as a 2026 Platinum Bell Seal recipient by Mental Health America, honoring our efforts to foster a respectful and mentally healthy workplace.

Customer Service Representatives support bike share customers across multiple systems. They are committed to creating an exceptionally positive customer experience and have a solid understanding of the technical aspects of our systems. They are passionate communicators when inspiring customers to use bike share and have strong interpersonal skills. This is an entry level position, with room for advancement based on performance.

A few of the benefits we offer:

• Competitive compensation package
• Affordable medical, dental and vision insurance options
• 401k with up to 4% employer match
• Up to 3 weeks PTO & up to 7 days STO per year
• 4-day workweek
• Paid parental leave
• Free bike share memberships

Essential Duties and Responsibilities:

• Provide prompt, professional, and enthusiastic assistance to customers through multiple communication channels, including phone, email, text messaging, and live chat.
• Ensure online availability to take customer calls throughout your entire shift, except for scheduled breaks and wrap time. This is a high-volume contact center, and representatives can anticipate resolving more than 70-100 tickets per shift and should demonstrate the ability to handle increased volume during peak/busy periods.
• Deliver the highest level of customer support to all customers in every contracted city we serve. Representatives are responsible for assisting customers across 25 to 40 different bike share programs and brands nationwide. Conduct thorough investigations of customer service issues, demonstrating a proactive approach to identify effective solutions.
• Skillfully de-escalate and resolve challenging situations involving dissatisfied customers, ensuring their concerns are addressed in a professional and satisfactory manner.
• Complete detailed, comprehensive, and clear ticket documentation for all customer interactions
• Inspire customers to become and remain passholders and create a lasting positive impression.
• Monitor system and perform regular system maintenance, including but not limited to contacting customers with account issues and performing overdue bike audits.
• Effectively use customer service software to complete clear and thorough documentation for all customer interactions.
• Follow Standard Operating Procedures
• Escalate issues to management as appropriate, including but not limited to customer concerns and updates to policies and procedures.
• Stay updated on new products and services from all bike share programs we support.
• Other duties as assigned

Education and/or Work Experience Requirements:

• Minimum two years of related experience
• Bilingual English/Spanish proficiency preferred
• Positive and upbeat attitude
• Ability to problem solve and remain calm under pressure
• Ability to prioritize and multi-task in a rapidly changing and fast-paced environment
• Excellent written and verbal communication skills
• Excellent organization skills and ability to meet deadlines
• Strong computer/software skills
• Self-starter
• Interest in bike share a plus
• Comfort riding a bike in the city is a plus
• Must be able to work flexible hours, including nights, weekends, and holidays
• Must be able to type, speak/hear on the phone, and use equipment including but not limited to headsets

Physical Requirements and Special Demands:

• This is a remote position, but may require occasional trainings at a local facility.
• Attend weekly virtual team meetings as scheduled.
• Work from home shifts require a reliable internet connection and an environment to take calls where quiet & customer privacy can be assured.
• This is a full-time position expected to work 32 hours per week (4 days per week, 8 hours per day). Some hours outside of this, including nights and weekends, may be required.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.