JOB DETAILS
Customer Service Representative
CompanyWATERCRESS FINANCIAL GROUP LLC
LocationWest Des Moines
Work ModeOn Site
PostedApril 21, 2026
About The Company
Watercress Financial’s leadership team brings decades of experience supporting residential home improvement contractors and the homeowners they serve. We’re more than just a financing partner—we’re a performance partner that helps contractors close more projects, streamline the sales process, and offer flexible payment solutions to their customers.
What truly sets us apart is our people. From our sales and operations teams to our contractor and customer support staff, every interaction is built on expertise, responsiveness, and a commitment to helping our partners succeed.
OUR MISSION:
• To provide home improvement professionals with a range of payment and financing products to help grow their business.
• To provide homeowners payment options that ensure they make smart financial decisions for their home improvement projects.
• To provide opportunities for our employees and business partners to meet their career and business objectives.
We live this mission by doing the right thing, the right way—with respect, always.
About the Role
Description
JOB SUMMARY
We are looking for a skilled Customer Service Representative to join our team. The ideal candidate is bilingual, detail-oriented, possesses strong communication skills, and has a solid understanding of financial products and services. The Customer Service Representative is responsible for all aspects of customer service in a call center environment including but not limited to handling high volumes of incoming customer calls, billing inquiries, setting up customer payments and addressing all account related questions.
RESPONSIBILITIES
- Provide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requests
- Field phone calls, emails, and chat requests
- Handle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standards
- Research account discrepancies including payment research
- Stay informed of any changes to policies and procedures
- Provide timely resolution of customer complaints, concerns, and inquiries
- Demonstrate the 3 Ps of customer service: Professionalism, Patience and have a “People-First” Attitude
- Demonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needs
QUALIFICATIONS
- High school diploma or equivalent.
- Associate or Bachelor’s degree in related or comparable field preferred. An equivalent combination of education and experience may be considered
- A minimum of 2 years’ experience in Customer Service
KNOWLEDGE AND SKILLS
- Knowledge and experience in a call center environment
- Knowledge of the credit and financial industry preferred
- Excellent customer service focus
- Excellent verbal and written communication skills
- Excellent interpersonal, negotiation, and conflict resolution skills
- Ability to prioritize tasks
- Ability to act with integrity, professionalism, and confidentiality
- Strong communication skills- both written and verbal
- Superior time management and organizational skills
- Ability to work independently and within a team
- Proficient with Microsoft Office Suite or related software
OTHER
- The home office is located in West Des Moines, IA
- Potential for a hybrid schedule based on performance
- Looking specifically for 10AM - 7PM hours
- Starting at $22 hourly + up to 7.5% monthly incentive pay after first 90 days
- Bilingual preferred
Key Skills
Customer serviceCall center operationsFinancial products knowledgeCommunication skillsConflict resolutionNegotiationTime managementOrganizational skillsMicrosoft Office SuiteBilingualAttention to detailProblem solving
Categories
Customer Service & SupportFinance & AccountingAdministrative
Benefits
Monthly incentive pay
Job Information
📋Core Responsibilities
The representative is responsible for handling high volumes of incoming customer calls, emails, and chats regarding billing and account inquiries. They must provide timely resolution to customer complaints while maintaining professionalism and a people-first attitude.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
70
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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