Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Highbridge Corner Insurance and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • 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. • Resolve billing and account issues, including policy renewals, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 policy renewals. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • On site in Oakland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.