Customer Support Representative - escalations (Detroit, MI)

Ironwood Cobalt Insurance provides coverage to households and businesses around Detroit, and we need a Customer Support Representative to lead our escalations. We care about how people feel on the worst day of their year. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with catastrophe response. Working arrangement • Full-time, Monday to Friday. • On site in Detroit. • We reply to every applicant.