Customer Support Representative - escalations (Cleveland, OH)

Silverline Kestrel Insurance sells home, auto and small-business insurance in Cleveland. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 23 people based in Cleveland. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including policy renewals, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with policy renewals. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Cleveland. • We reply to every applicant.