Customer Support Representative - escalations (remote)

Fernwood Ridge Insurance provides coverage to households and businesses around Des Moines. We are hiring a Customer Support Representative to take on escalations. We invest in training for new adjusters. What you will do • Escalate complex cases with all details attached. • 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. • Resolve billing and account issues, including customer complaints, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Des Moines. • We will tell you what to expect at each step of the hiring process.