Senior Customer Support Representative - escalations (remote)

Cedar Oak Transit Planning plans bus and rail service for cities around San Jose. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of about 835 people, working mostly from home. What you will do • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. 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 • Experience with ridership counts. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in San Jose. • Applications are reviewed on a rolling basis.