Customer Support Representative - escalations (Houston, TX)

Northwind Iron Insurance sells home, auto and small-business insurance in Houston. We are hiring a Customer Support Representative to take on 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 claims, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with claims. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Houston, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.