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

Nova Loom Insurance provides coverage to households and businesses around Des Moines. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 44 people based in Des Moines. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer complaints, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • On site in Des Moines. • We reply to every applicant.