Customer Support Representative - escalations (Des Moines, IA)

We are growing our team at Bright Mill Freight and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 65 people based in Des Moines. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. 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 loads and lanes. • Bilingual English and Spanish. Working arrangement • Contract for four 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 reply to every applicant.