Customer Support Representative - escalations (Des Moines, IA)

Harborlight Sparrow Hospitality operates hotels and event venues around Des Moines. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 37 people based in Des Moines. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including food costs, on the first contact when possible. • 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 • Bilingual English and Spanish. • Experience with food costs. Working arrangement • Full-time, with a steady weekday schedule. • On site in Des Moines. • We reply to every applicant.