Customer Support Representative - escalations (remote)

Clearpath Fern Transit Planning is a transit-planning firm in Las Vegas working with agencies and riders, and we need a Customer Support Representative to lead our escalations. 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including survey data, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Fully remote, with quarterly visits in Las Vegas. • We will tell you what to expect at each step of the hiring process.