Senior Customer Support Representative - escalations (Philadelphia, PA)

Redstone Juniper Transit Planning helps transport agencies around Philadelphia design routes and schedules, 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 • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with ridership counts. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Philadelphia, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.