Customer Support Representative - phone and chat support (remote)

We are growing our team at Ironwood West Energy and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 57 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • 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. • Resolve billing and account issues, including usage data, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with usage data. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Louisville. • Applications are reviewed on a rolling basis.