Senior Customer Support Representative - escalations (Louisville, KY)

Cedar Lakeside Transit Planning helps transport agencies around Louisville design routes and schedules. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • 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. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with fare systems. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Louisville, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.