Customer Support Representative - escalations (remote)

We are growing our team at Ironwood Wilder Insurance Partners and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 17 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in Colorado Springs. • We reply to every applicant.