Senior Customer Support Representative - escalations (Madison, WI)

Ironwood Sparrow Energy supplies electricity and gas to homes and businesses around Madison. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 105 people based in Madison. What you will do • 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 usage data, 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. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with usage data. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, mornings. • On site in Madison. • We will tell you what to expect at each step of the hiring process.