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

We are growing our team at Nova Mill Transit Planning and adding a Senior Customer Support Representative whose main responsibility will be billing questions. We value plain explanations. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 fare systems. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Rochester. • Applications are reviewed on a rolling basis.