Customer Support Representative - escalations (Detroit, MI)

We are growing our team at Cedar Sparrow Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 46 people based in Detroit. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 fare systems. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Detroit. • We will tell you what to expect at each step of the hiring process.