Customer Support Representative - escalations (San Jose, CA)

Cedar Forge Transit Planning helps transport agencies around San Jose design routes and schedules. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 145 people based in San Jose. 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 ridership counts, on the first contact when possible. 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 ridership counts. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in San Jose. • We reply to every applicant.