Customer Support Representative - escalations (Des Moines, IA)

Ironwood Bridge Transit Planning plans bus and rail service for cities around Des Moines. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people based in Des Moines. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 ridership counts. Working arrangement • Part-time, about 24 hours a week, mornings. • On site in Des Moines. • We reply to every applicant.