Senior Customer Support Representative - escalations (Philadelphia, PA)

We are growing our team at Fernwood Juniper Transit Planning Holdings and adding a Senior Customer Support Representative whose main responsibility will be escalations. Work is collaborative and map-heavy. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including survey data, on the first contact when possible. 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 survey data. Working arrangement • Full-time, on a regular day shift. • On site in Philadelphia. • We will tell you what to expect at each step of the hiring process.