Senior Customer Support Representative - new-customer onboarding (Grand Rapids, MI)

Clearpath Cross Transit Planning helps transport agencies around Grand Rapids design routes and schedules. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. 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. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with ridership counts. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.