Customer Support Representative - escalations (Salt Lake City, UT)

Foxglove Harbor Transit Planning helps transport agencies around Salt Lake City design routes and schedules. 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 • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including service alerts, 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 • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Salt Lake City, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.