Customer Support Representative - escalations (Des Moines, IA)

We are growing our team at Rivermark Quill Hospitality Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 603 people based in Des Moines. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including housekeeping schedules, 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 housekeeping schedules. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • 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.