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

Fernwood Lakeside 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. We value plain explanations. What you will do • Resolve billing and account issues, including route schedules, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.