Customer Support Representative - escalations (Pittsburgh, PA)

Silverline Fern Transit Planning plans bus and rail service for cities around Pittsburgh. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 28 people based in Pittsburgh. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. 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 accessibility audits. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Pittsburgh. • We reply to every applicant.