Senior Customer Support Representative - new-customer onboarding (remote)

Cedar Hollow Transit Planning is a transit-planning firm in Orlando working with agencies and riders, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • 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. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 fare systems. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Orlando. • We reply to every applicant.