Customer Support Representative - escalations (Fresno, CA)

Lumen Transit Planning Group is a transit-planning firm in Fresno working with agencies and riders. We are hiring a Customer Support Representative to take on escalations. Work is collaborative and map-heavy. What you will do • Resolve billing and account issues, including service alerts, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with service alerts. Working arrangement • Part-time, about 16 hours a week, mornings. • On site in Fresno. • Applications are reviewed on a rolling basis.