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

Summit Glen Transit Planning is looking for a Senior Customer Support Representative. The job centres on phone and chat support for route schedules, and it would suit someone who likes steady, practical work. We like people who ride the bus and notice when things do not work. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including route schedules, on the first contact when possible. • Escalate complex cases with all details attached. • 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 • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with route schedules. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.