Customer Support Representative - escalations (Des Moines, IA)

Northwind Corner Housing manages affordable housing communities across Des Moines, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 135 people based in Des Moines. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including waiting lists, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 waiting lists. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Des Moines, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.