Customer Support Representative - escalations (Baltimore, MD)

Cedar Forge Transit Planning plans bus and rail service for cities around Baltimore. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including ridership counts, 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. 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 ridership counts. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Baltimore. • We will tell you what to expect at each step of the hiring process.