Senior Customer Support Representative - escalations (Louisville, KY)

Westbrook Forge Transit Planning is looking for a Senior Customer Support Representative. The job centres on escalations for fare systems, and it would suit someone who likes steady, practical work. We like people who ride the bus and notice when things do not work. What you will do • Resolve billing and account issues, including fare systems, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with fare systems. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Louisville. • We will tell you what to expect at each step of the hiring process.