Customer Support Representative - escalations (remote)

We are growing our team at Lumen Amber Insurance and adding a Customer Support Representative whose main responsibility will be escalations. We care about how people feel on the worst day of their year. What you will do • Share recurring problems with the team so they can be fixed. • 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. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with customer complaints. Working arrangement • Part-time, about 24 hours a week, mornings. • Fully remote, with quarterly visits in Omaha. • We will tell you what to expect at each step of the hiring process.