Senior Customer Support Representative - new-customer onboarding (Rochester, NY)

Northwind Hollow Transit Planning is looking for a Senior Customer Support Representative. The job centres on new-customer onboarding 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. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including survey data, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.