Customer Support Representative - escalations (Des Moines, IA)

We are growing our team at Nova Linden Civic Services and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • 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 constituent requests, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with constituent requests. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Des Moines. • We reply to every applicant.