Senior Customer Support Representative - escalations (Chicago, IL)

Stonegate Cross Transit Planning plans bus and rail service for cities around Chicago, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • 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. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Experience with fare systems. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • On site in Chicago, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.