Customer Support Representative - escalations (Fresno, CA)

Silverline Timber Insurance sells home, auto and small-business insurance in Fresno, 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 • Escalate complex cases with all details attached. • Resolve billing and account issues, including claims, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with claims. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • On site in Fresno, with some flexibility after the first few months. • We reply to every applicant.