Senior Customer Support Representative - escalations (Philadelphia, PA)

Silverline Hollow Transit Planning is looking for a Senior Customer Support Representative. The job centres on escalations for survey data, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including survey data, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Philadelphia, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.