Customer Support Representative - escalations (Las Vegas, NV)

Redstone Sparrow Transit Planning Group helps transport agencies around Las Vegas design routes and schedules, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 47 people based in Las Vegas. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including survey data, 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. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Las Vegas. • We will tell you what to expect at each step of the hiring process.