Senior Customer Support Representative - escalations (Des Moines, IA)

We are growing our team at Rivermark West Energy and adding a Senior Customer Support Representative whose main responsibility will be escalations. Reliability is the job, and people here take pride in answering the phone at 3 a.m. when needed. What you will do • Resolve billing and account issues, including meter readings, 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 • Experience with meter readings. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Des Moines. • We will tell you what to expect at each step of the hiring process.