Customer Support Representative - escalations (Buffalo, NY)

We are growing our team at Northwind Wilder Insurance Group and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including policy renewals, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 policy renewals. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • On site in Buffalo. • We will tell you what to expect at each step of the hiring process.