Customer Support Representative - escalations (Fresno, CA)

Fernwood Cross Transit Planning plans bus and rail service for cities around Fresno, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with accessibility audits. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in Fresno. • Applications are reviewed on a rolling basis.