Senior Customer Support Representative - escalations (Kansas City, MO)

Ironwood Birch Energy supplies electricity and gas to homes and businesses around Kansas City. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including billing disputes, on the first contact when possible. 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 • Experience with billing disputes. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, afternoons. • On site in Kansas City. • Applications are reviewed on a rolling basis.