Senior Customer Support Representative - escalations (Cleveland, OH)

Lumen Transit Planning Group plans bus and rail service for cities around Cleveland. We are hiring a Senior Customer Support Representative to take on escalations. Work is collaborative and map-heavy. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 service alerts. Working arrangement • Full-time, Monday to Friday. • On site in Cleveland. • We reply to every applicant.