Customer Support Representative - escalations (Fresno, CA)

We are growing our team at Rivermark Quill Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 107 people based in Fresno. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Contract for four months, with the possibility of becoming permanent. • On site in Fresno, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.