Customer Support Representative - escalations (remote)

Rivermark Pike Insurance is an insurance company in Des Moines with claims and service teams. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including premium billing, on the first contact when possible. • 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. 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 premium billing. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Remote-friendly, with quarterly visits in Des Moines. • We will tell you what to expect at each step of the hiring process.