Customer Support Representative - escalations (Knoxville, TN)

Bluepeak Fern Transit Planning plans bus and rail service for cities around Knoxville. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including route schedules, 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. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Knoxville, with some flexibility after the first few months. • We reply to every applicant.