Customer Support Representative - escalations (Grand Rapids, MI)

Redstone Fern Transit Planning is looking for a Customer Support Representative. The job centres on escalations for accessibility audits, and it would suit someone who likes steady, practical work. We like people who ride the bus and notice when things do not work. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with accessibility audits. Working arrangement • Full-time, on a regular day shift. • On site in Grand Rapids. • We reply to every applicant.