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

Clearpath Orchard Transit Planning plans bus and rail service for cities around Rochester. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 97 people based in Rochester. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 • Experience with accessibility audits. • 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.