Customer Support Representative - escalations (remote)

Nova Amber Insurance Group sells home, auto and small-business insurance in El Paso. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 199 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer complaints, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 customer complaints. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Remote-friendly, with a monthly team day in El Paso. • We reply to every applicant.