Senior Customer Support Representative - phone and chat support (Tucson, AZ)

Cedar Yarrow Transit Planning is a transit-planning firm in Tucson working with agencies and riders, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 44 people based in Tucson. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including fare systems, 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 fare systems. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Tucson. • Applications are reviewed on a rolling basis.