Customer Support Representative - escalations (Raleigh, NC)

Lumen Pike Insurance Group provides coverage to households and businesses around Raleigh, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 893 people based in Raleigh. 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. • 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. 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 policy renewals. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in Raleigh. • Applications are reviewed on a rolling basis.