Senior Customer Support Representative - phone and chat support (Rochester, NY)

Fernwood Lakeside Transit Planning is looking for a Senior Customer Support Representative. The job centres on phone and chat support for service alerts, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people based in Rochester. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, afternoons. • On site in Rochester, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.