Senior Customer Support Representative - billing questions (Rochester, NY)

Highbridge Keystone Transit Planning is a transit-planning firm in Rochester working with agencies and riders. We are hiring a Senior Customer Support Representative to take on billing questions. You would join a small organisation of about 14 people based in Rochester. What you will do • 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including route schedules, 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 route schedules. Working arrangement • Full-time, on a regular day shift. • On site in Rochester. • We reply to every applicant.