Customer Support Representative - escalations (San Diego, CA)

Redstone Forge Transit Planning is a transit-planning firm in San Diego working with agencies and riders, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in San Diego. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in San Diego, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.