Customer Support Representative - escalations (Des Moines, IA)

Silverline West Freight coordinates shipments and warehousing around Des Moines, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Des Moines. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including dock schedules, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with dock schedules. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Des Moines. • Applications are reviewed on a rolling basis.