Senior Customer Support Representative - billing questions (Oakland, CA)

We are growing our team at Cedar Fern Transit Planning and adding a Senior Customer Support Representative whose main responsibility will be billing questions. Work is collaborative and map-heavy. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including fare systems, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with fare systems. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Oakland, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.