Customer Support Representative - escalations (Des Moines, IA)

Northwind Glen Facilities is a facilities company in Des Moines with crews on day and night shifts, 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 • Resolve billing and account issues, including contractor visits, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • 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 contractor visits. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Des Moines. • We reply to every applicant.