Senior Customer Support Representative - phone and chat support (Des Moines, IA)

Westbrook Forge Transit Planning Group helps transport agencies around Des Moines design routes and schedules, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of about 223 people based in Des Moines. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including survey 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. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Full-time, on a regular day shift. • On site in Des Moines, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.