Customer Support Representative - billing questions (Richmond, VA)

Fernwood Meadow Insurance is an insurance company in Richmond with claims and service teams, and we need a Customer Support Representative to lead our billing questions. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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 catastrophe response. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in Richmond, with some flexibility after the first few months. • We reply to every applicant.