Customer Support Representative - escalations (Fresno, CA)

Silverline Kestrel Insurance is an insurance company in Fresno with claims and service teams, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 41 people based in Fresno. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including premium billing, on the first contact when possible. • 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 premium billing. Working arrangement • Part-time, about 16 hours a week, afternoons. • On site in Fresno, with some flexibility after the first few months. • We reply to every applicant.