Senior Customer Support Representative - escalations (Sacramento, CA)

Harborlight Glen Transit Planning helps transport agencies around Sacramento design routes and schedules, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 298 people based in Sacramento. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with accessibility audits. Working arrangement • Full-time, with a steady weekday schedule. • On site in Sacramento. • We reply to every applicant.