Customer Support Representative - escalations (Pittsburgh, PA)

Westbrook Wilder Insurance is an insurance company in Pittsburgh with claims and service teams, and we need a Customer Support Representative to lead our escalations. Claims teams work together and share what they learn. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including policy renewals, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with policy renewals. • Bilingual English and Spanish. Working arrangement • Contract for four months, with clear deliverables from the first week. • On site in Pittsburgh. • We reply to every applicant.