Customer Support Representative - escalations (Des Moines, IA)

We are growing our team at Silverline Cobalt Housing and adding a Customer Support Representative whose main responsibility will be escalations. We value patience and follow-through. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including rent assistance, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with rent assistance. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • 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.