Senior Customer Support Representative - escalations (Milwaukee, WI)

Harborlight Orchard Transit Planning is looking for a Senior Customer Support Representative. The job centres on escalations for accessibility audits, and it would suit someone who likes steady, practical work. You would join a small organisation of about 131 people based in Milwaukee. What you will do • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in Milwaukee, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.