Customer Support Representative - escalations (remote)

Cedar Fern Transit Planning is looking for a Customer Support Representative. The job centres on escalations for survey data, and it would suit someone who likes steady, practical work. We value plain explanations. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including survey data, on the first contact when possible. • 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. 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 • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Part-time, about 28 hours a week, mornings. • Remote-friendly, with quarterly visits in El Paso. • We will tell you what to expect at each step of the hiring process.